So, what will you do?

• Strive to enhance the member experience by providing a high quality, responsive, and empathetic level of service.
• Be proactive to generate ideas driving innovation that will ultimately increase customer engagement and revenue, while improving customer satisfaction.
• Work with our offshore teams on escalated tickets - provide feedback for offshore teams and resume working with members involved.
• Work on escalated tickets; content can include reviewing images, texts, and reports that could be graphic in nature.
• Process subscriptions and refunds, as well as any other necessary transactions.
• Identify upsell opportunities to existing customers, where appropriate
• Use intuitive skills to effectively determine customer needs, research possible root causes, and create correspondence to fully address and resolve customer inquiries.
• Research/investigate accounts using our internal CRM platform.
• Ensure that emails are processed in adherence to established policies, procedures, quality standards, and site Terms of Use.
• Relay any trends of potential product bugs (or other patterns noticed) to the right people. We’re a smaller company, so willingness to work cross functionally is a must!
• Other duties as assigned by management.

You’ll be a match for this role if you have..

• Previous customer service experience.
• Experience using Zendesk and are tech-savvy
• Been known as a problem solver who is comfortable taking the initiative and being independently resourceful.
• Proven ability to effectively manage time, workload and shifting priorities in a fast-paced environment with a strong attention to detail.
• An enthusiastic, strong work ethic and positive attitude. You strive to understand member issues on a deeper level.
• Excellent written and verbal communication skills. (We’re not talking specifically about “formal” written skills - can you be casual, on brand, and maybe even throw in a tasteful reference to something you know will land? Major bonus points!)
• An adaptive working style and are comfortable with each day looking a little bit different during your week!
• Experience making decisions and sharing ideas/asking questions in group discussions.
• Comfortability encountering images, text, and reports that could be graphic in nature.