Customer Success Strategist

5 days ago


Park City, Utah, United States Momentous Full time
Job Summary:
Candidate will play a pivotal role as the face of our team, ensuring timely and positive interactions through all customer communication channels. This individual contributor role reports to the Director of Customer Care and works to create, facilitate, coordinate, and oversee the customer support journey from front to back.

About Us:
Momentous is a dynamic, fast-growing human performance company offering high-quality supplements designed to enhance physical and cognitive well-being. We believe that people at their best will produce a positive impact in their personal lives, communities, and the world. Our goal is to help customers achieve their objectives by providing exceptional support experiences.

Responsibilities:
- Manage and execute to meet or exceed team KPIs
- Ensure timely and appropriate responses in all care channels (email, chat, social channels, chat bot, reviews, and social media)
- Successfully lead and implement customer success training
- Develop and complete QA evaluations
- Liaise with 3rd party BPO leadership
- Create and manage documentation of policies and SOPs
- Utilize documentation to aid in the creation and implementation of self-serve and automated contact channels (help center, and chatbot)
- Identify upstream customer pain points, escalate them to the broader team and follow them through resolution
- Work cross-functionally with ecomm, operations, and marketing teams to ensure the best customer experience possible

Requirements:
- Excellent communication and organizational skills
- Capable of coaching others and providing feedback
- Creative problem-solving and strategic thinking
- Efficient knowledge of customer service tech platforms and Shopify systems
- A high level of empathy for the customer and curiosity about their experience with us
- Working knowledge and experience with various CRM and/or automation platforms

Benefits:
- Competitive cash compensation plus employee stock options ($80,000 - $110,000 per year)
- Health/Vision/Dental
- Unlimited PTO
- Generous set of observed holidays (16 days of office closure in 2024)
- $1,000 annual perks program to support a high-performance lifestyle
- Access to Momentous products and merchandise

About the Location:
This is a hybrid position out of our Park City, UT office.

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