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Customer Operations Associate

Online/Remote - Candidates ideally in
Dallas - Dallas County - TX Texas - USA
Posted by Chatdesk
Full Time position
Listed on 2020-08-13
Salary 30000 USD Yearly USD 30000 YEAR
Job specializations:
  • Customer Service/Help Desk
    Remote Customer Service, Customer Success Manager CSM
Job Description & How to Apply Below
Position: Customer Operations Associate

Start Date: Flexible

Salary: $30-40K

NOTE: First round assignment - Be be selected for an interview, you must complete the following:
Chatdesk (link) provides a customer support marketplace for e-commerce brands to find freelance superfans of their brands to provide on-demand customer support. In less than 100 words (feel free to share photo examples if relevant), please describe another marketplace (e.g., Uber, Doordash, Thumbtack, Preply) who provides great customer service and explain how they do it.
Please send your reply to (Please contact us using the "Apply for this Job Posting" box below) with the Subject “Chatdesk First Round Assignment”


About the Role
In this role, you will play a critical role in ensuring an excellent customer experience within our marketplace of e-commerce clients and freelance support superfans (Chatdesk Experts). We’re looking for an energetic and upbeat creative problem solver with a passion for providing amazing experiences.
You will get hands-on operating experience in a fast-growing company. There will be opportunities to work with people from all over the world. Based on performance, there will be opportunities to hire and build a team and grow your leadership.
The Customer Operations Associate will report to our Head of Business Operations. Your time will be spent across the following areas:

Client Relationship Management
Collaborate with customer service, marketing, and other management of e-commerce brands to understand their support process in preparation for their Chatdesk launch
Handle inbound messages for companies when needed  
Address, resolve and record any company feedback around standard responses

> Expert Operations
Lead the successful onboarding of new Chatdesk Experts, including managing online training sessions  
Creating learning and development content (e.g., videos, response guides)
Provide day-to-day support to track overall Expert performance and quality
Facilitate a positive and engaged community of Experts (e.g., virtual meetups) to ensure a high Net Promoter Score (NPS)  



Office Location
You will be working remotely, with support from Chatdesk’s management team in New York.
Position Requirements
Bachelor,   1 to 2 Years work experience
Experience Needs
2+ years of customer support experience, preferably within e-commerce if possible
Passion for training others and providing best-in-class customer experiences for companies
Proficiency with customer ticketing systems (e.g., Zendesk, Gorgias, Front) and ordering platforms (e.g., Shopify, Returnly, Shipmonk)
Ability to work a flexible schedule including some weekends, evenings, or key volume dates
Commitment to quality, detail-focused on all levels; self-starter and ability to problem solve and take initiative within a remote work environment
Excellent written and verbal communication skills, including content creation, public speaking and presentation skills


Other Requirements
Cultural fit with our values
Enjoy learning about different companies and understanding their business
Motivated to help our Experts and companies be even more successful
Ability to inspire people
Comfortable working in a fast-paced, frequently changing and evolving environment
Scrappy and positive team player
Last and certainly not least, lover of customer experience!
Required Language Skills:
  • English - Very good
Additional Information / Benefits
About Chatdesk
Founded by Google and McKinsey alumni, Chatdesk is a software and machine learning company with a mission to solve customer service and unemployment.
Our solutions are trusted by some of the world’s leading companies such as Abercrombie & Fitch, Gap, Everlane, and Supergoop to improve customer support through messaging and analytics.
We are backed by leading Silicon Valley investors and headquartered in Manhattan. Chatdesk is growing fast and we're looking for smart, ambitious people who will play a significant role in shaping the company's future. If you're passionate about improving customer experience, come join us!

> Our values
1. Honesty and transparency
2. Hard work
3. Always learning and improving
4. Empathy

> Perks
- Competitive salary
- Stock options
Contact Information
Contact Name: Chatdesk
Contact Phone: 6788822842
Preferred method of contact: Email with CV via Application Box below.
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