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Customer Experience Specialist

2 months ago

Park City, Utah, United States Momentous Full time
About Momentous

Momentous is a dynamic, fast-growing human performance company that offers high-quality supplements designed to enhance physical and cognitive well-being. Our mission is to help individuals achieve their goals and make a positive impact in their personal lives, communities, and the world.

Job Summary

The Customer Care Specialist is an individual contributor role that reports to the Director of Customer Care. This position plays a pivotal role in creating, facilitating, coordinating, and overseeing the customer support journey from front to back. The successful candidate will be responsible for ensuring timely and positive interactions through all customer communication channels, while also contributing to the overall success and ongoing improvement of the customer lifecycle.

Key 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
  • Identify ways to improve the chat bot in an effort to reduce tickets and follow improvements through implementation
  • Work cross functionally with ecomm, operations, and marketing teams to ensure the best customer experience possible
  • Manage systems access as needed
Qualifications
  • 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
  • QA program evaluation & administration
Benefits
  • Our fast-paced, high growth environment creates a strong opportunity for professional development born from evolving experiences
  • Competitive cash compensation plus employee stock options
  • 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
Location

This is a hybrid position out of our Park City, UT office.

Momentous provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.