Customer Experience Specialist

Maev, Inc.•San Francisco, CA

3d•Onsite

About The Position

We're hiring a talented, dog loving, brand obsessed, customer devoted Customer Experience Specialist to join our CX team. You'll join a small but mighty team on a mission to make Maev the easiest and most beloved pet brand on the planet. Your work will empower, support, and connect with our customer community and work across our high growth team.

Requirements

2+ years of experience in building customer relationships on CX teams or similar roles.
2+ years of experience with Zendesk, Salesforce, Conversocial, or Front.
Proficient time management skills and the capability to prioritize and triage tickets.
Strong quantitative analysis abilities and a data-driven approach to problem solving.
A growth mindset - with a desire to find the right solution for every problem.
Versatility, flexibility, and a willingness to work in an entrepreneurial environment with ever-changing priorities.
A positive attitude and genuine excitement to create positive change both internally with for our community.

Responsibilities

Provide above and beyond customer support and engage with our growing customer base through our various platforms (including Zendesk).
Review and respond to elevated questions, concerns and problems that have a higher level of complexity or sensitivity, and can tailor solutions accordingly. This can include nutrition, fraud, social impact feedback, technical support or more.
Drive thoughtful and effective communication with both internal and external customers while maintaining a strong brand voice.
Identify key trends and customer issues, and recommend improvements to improve the customer experience.
Flex into tasks or projects to occasionally support the customer experience function as needed.
Work cross functionally with various departments, such as Engineering, Product, Design, Operations and Marketing, as needed.
Can craft responses or copy when copy is not already supplied.
Respond to all inquiries in a timely manner (expected SLA response time during working hours to be within 1 hour.)
Correspond primarily over email and text via Zendesk.
Trend tag and sort ticket issues.