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Customer Experience Analyst
Technical Support & Billing
Posted on 9/29/2022
INACTIVE
Locations
Remote
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Android Development
Confluence
Customer Service
iOS/Swift
JIRA
Zendesk
Requirements
  • 1-5 years experience in a customer service environment, preferably in web/app based support
  • Android, MacOS, iOS, and Windows familiarity
  • Impeccable attention to detail
  • The ability to understand complicated scenarios and respond with appropriate and well-thought-out written solutions
  • A passion for providing a tailor-made customer experience
  • Curiosity and interest in asking hard questions and digging for answers
  • Excellent judgment, including knowing when to escalate and how to prioritize
  • Sensitivity and empathy to a diverse and global user base
  • Strong web savvy and an understanding of internet norms and interactions
  • The ability to learn on the fly
  • The ability to work reliably and independently from home
Responsibilities
  • Support & handle all incoming billing issues and requests
  • Serve as the customers voice by discussing needs with the product and engineering teams
  • Handle inbound customer support emails and ensure they are process in adherence to established policies, procedures and quality standards
  • Use intuitive skills to effectively determine customer needs, research possible causes, and create correspondence to fully address and resolve customer inquiries
  • Process subscriptions and refunds, as well as any other necessary transactions.Communicate and collaborate effectively with cross functional teams (Engineering, Finance, and Product teams)
  • Collect and track feedback and bugs from users about the product
  • Contribute to the knowledge base and help in documenting training and SOPs/ playbook documents
  • Be data driven and drive KPIs and metrics for the customer care team
Desired Qualifications
  • Fluency in a second language
  • Experience with Confluence, Jira and Zendesk
  • Familiarity with dating apps
  • Prior success working in a remote environment
Match Group

1,001-5,000 employees

Dating platform conglomerate
Company Overview
Match Group's mission is to spark meaningful connections for every single person worldwide. The company operates platforms including Tinder, Hinge, Okcupid, and more.
Benefits
  • Medical/Dental/Vision Insurance
  • Charitable Matching Program
  • Retirement Matching Funds
  • Training and Education Allowance
  • Performance Bonuses
  • Mental Health Counseling