Customer Experience Specialist

Your goal is “simple”: make our customers so happy they stick around and keep buying from us. You'll lean into customer interactions—phone calls, Zoom calls, text, emails, social media—to help our customers succeed with our products. You'll also use the scientific method, data, feedback, supplemented with creativity and intuition to figure out what makes our customers tick, and what ticks them off. You’ll basically live and breathe reducing churn and inspiring loyalty from our existing customers and getting them to tell their friends and family about our products!

You'll start at the role by answering support tickets, phone calls, and text messages from customers, existing and prospective, to understand their needs. You'll need to genuinely enjoy helping out and even socializing with customers or this role is not for you and you will burn out/fail to succeed. You'll understand our customers inside out by talking to them, watching existing user interview recordings (and conducting new ones), and analyzing survey data and feedback.

Next, it's time to map out the system and hack it: Plot out the customer (post-purchase) journey and know the numbers at each critical point. Prioritize what changes will make the biggest difference in terms of retention, and then execute it with methodical experimentation. You'll report on metrics and what works and doesn't work.

We're looking for folks with strong data-driven thinking, curiosity, impeccable English, and who are very sociable and approachable (the role is high-touch with customers, to whom we aim to provide white-glove service).