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Tier 2 Customer Advocate
Confirmed live in the last 24 hours
Locations
San Francisco, CA, USA • Tampa, FL, USA • Dorchester, Boston, MA, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Customer Service
Requirements
  • Master an ever-changing product as fast, if not faster, than the company is growing
  • Own swift resolution of technical issues on behalf of our customers by partnering with the product team. This includes identifying, escalating, and suggesting solutions in order to drive a successful outcome
  • Drive projects forward that synthesize your customer interactions and internal Drift processes to improve the customer experience
  • Support your teammates by helping them answer customer questions and learn from your previous experience as an expert customer service representative
  • Be consistently hitting and exceeding your customer experience goals
Responsibilities
  • Attend training to learn the Drift story, how we work, and our goals for the future
  • Learn how Drift works and why our customers use it
  • Have 1:1 meetings with your direct manager and meet with other key players
  • Shadow colleagues, learn best practices for what makes Drift Customers successful
  • Resolve customer questions in chat and email
  • Continue to master your knowledge of the Drift product and have a deep understanding of how our customers use Drift to achieve their goals
  • Manage the frontlines by juggling customer conversations while maintaining five-star customer service standards
  • Be the squeaky wheel that advocates for the customers to our product teams. You will be expected to help ship changes that reduce the number of product related questions
Drift

501-1,000 employees

Conversational marketing & sales service platform
Company Overview
Use conversations to make business buying frictionless, more enjoyable, and more human.
Benefits
  • Unlimited paid time off
  • Primary & secondary caregiver leave
  • Month-long sabbatical after 5 years
  • Generous home office stipend
  • Comprehensive health insurance package
Company Core Values
  • Put the customer at the center of everything you do
  • Create a culture of respect & trust
  • Practice extreme ownership
  • Have a bias for action & deliver daily results
  • Seek feedback, not consensus
  • Push for high standards
  • Stay scrappy
  • Be a curious learning machine