Customer Success Associate

French version of the job description will be provided soon.

Helpshift bridges the disconnect between conventional customer service channels — such as email and phone support — and a growing consumer base that does more on mobile phones and has a strong preference for messaging as the primary mode of communication. Through Helpshift’s AI-powered customer service platform, companies can resolve issues more efficiently, boosting customer satisfaction in the process. Companies such as Tencent, Supercell, Square and hundreds of other leading brands use the Helpshift platform to provide messaging-first customer support. Helpshift is installed on two billion devices worldwide and serves more than 820 million active consumers monthly.

At Helpshift you’ll have the opportunity to work with today’s leading B2C brands as they begin their journey to provide the customer support experience that their customers want and need. We’re looking for self-starters, with a bias toward action that can clearly articulate their data-centric points of view and effect experiential change, to join us in revolutionizing customer relations. If you’re excited to learn more about cutting edge technology including mobile-first asynchronous messaging, Bots, and AI, we’re the Customer Success team for you!

About the Role

● You will build strong executive and business user relationships with Helpshift’s SMB( Small to Medium Sized Businesses) and mid-market customers.

● You conduct quarterly business reviews and work with customers to establish critical goals, or other key performance indicators that aid them in achieving their goals, increasing renewals, and reducing churn.

● You will be the Helpshift product expert from the business user perspective, and become a trusted, strategic advisor for every customer you engage with.

● You will support customers with questions across all areas including billing, data performance, contract details and product information.

● You will communicate your technical knowledge of Helpshift’s platform educating clients on best practices regarding SDK ( Software Development Kit) configurations and internal Dashboard setup.

● You will work with your manager to handle customer escalations and find resolutions that yields the best outcome for both Helpshift and the customer.

● You will respond to customers inquiries within 24 hours and, as needed, to high priority client inquiries throughout the day, evening, and weekend when necessary.

Requirements

● You have 1+ years experience helping SMB customers reach their goals, while surpassing your teams’ measures of success in the process.

● You have 2+ years professional work experience.

● You are data-driven and leverage data to formulate strategic recommendations

● You adapt quickly and thrive in fast-paced, growing, and deadline-driven environments where flexibility and teamwork are critical.

● You have experience working in a customer centric role to develop relationships and meet business objectives.

● You have directly supported 100+ customers in a business setting and are comfortable with the dynamic nature of shifting priorities on a day-to-day basis.

Veuillez noter que ce poste exige que les candidats retenus soient capables de communiquer efficacement en anglais (à la fois verbalement et par écrit). Cela est dû au fait que le poste nécessite une communication constante avec les clients et les membres de l'équipe à l'extérieur de la province de Québec.

Please be advised that this position requires the successful applicants to be able to effectively communicate in English (both verbally and in writing).

PHASES DE NOTRE PROCESSUS DE RECRUTEMENT :

• Vous nous envoyez votre candidature incluant votre CV.
• Nous vous inviterons à une entrevue en ligne via MS Teams avec l’un de nos spécialistes en recrutement. C’est une occasion idéale pour aborder des questions et apprendre à mieux se connaître. Pour certains projets, il pourrait y avoir une deuxième entrevue avec un(e) chef d’équipe ou un(e) gestionnaire des opérations.
• À la fin de notre processus, nous espérons que vous recevrez une offre et deviendrez un nouveau membre parmi nos collègues Keywordiens!

Notre processus de recrutement est entièrement en ligne et à distance. Nous prenons en compte chaque candidature et évaluons chaque personne individuellement. Notre équipe de recrutement vous contactera à nouveau dès qu’elle pourra vous informer du statut de votre candidature. Si vous souhaitez intégrer notre équipe, nous vous encourageons vivement à postuler.

C’est tout en ce qui nous concerne. Maintenant, la balle est dans votre camp!

PHASES OF OUR RECRUITMENT JOURNEY:

• You send us your application with your updated resume.
• After reviewing your candidacy, we’ll invite you for the online Interview via MS Teams with one of our Talent Acquisition Specialists and Hiring Manager. It’s a perfect chance to exchange questions and get to know each other better. There might be also an additional stage interview.
• At the end of our journey - hopefully you will receive an offer!

Our recruitment process is fully online and remote. We value each application and review every candidate individually. Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. If you're interested in joining our team, we highly encourage you to apply. 😊

That would be it from us - now we are waiting for your move!

#imaginemore

Politique de confidentialité:

En fournissant vos informations dans cette application, vous comprenez que nous recueillons et traitons vos informations conformément à notre Avis de confidentialité des candidats. Pour en savoir plus, veuillez consulter notre Avis de confidentialité des candidats au https://www.keywordsstudios.com/en/applicant-privacy-notice.

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