Customer Experience Associate

Zipdev is looking for a talented Customer Experience Associate to join our remote team and collaborate with a US-based client. We are looking for an experienced Customer Experience Associate to work with our client, a women-led team to become a key player in the organization – not only to grow the business but to grow their impact. We are looking for someone who believes in our mission, has heart, and is comfortable with fast-paced growth.

Everything we do is for the sake of transforming the lives of our customers. We want them to feel valued, understood, and to trust us from the beginning, so that they can start their journey towards financial transformation feeling supported.

If you're passionate about making a difference in the financial education and empowerment of women+, this role offers the perfect opportunity to contribute and grow.

What You’ll Do:

1. Tackle the Front Lines of Communication 
You are the first person our customers interact with, and you set the tone for their experience. You represent the client in your communication and you convey their love and appreciation to our customers directly.

• You have a thick skin and embody the sentiment of "water off a ducks back"
• You have a strong attention to detail and understand that although we move quickly, we move with care. If applying for this job include the secret code 222 in your application. 
• You are able to quickly multitask between different support channels, and prioritize where your time is best spent serving our customers.
• You are a pro on the phone, and thrive while having voice to voice conversations showing our members that we are real people (with big hearts!) here to make their financial journeys easeful. 

2. Show Prospective Customers Why We're a Community Worth Joining 

• You want to contribute to as many women+ lives transformed as possible. You have a knack for turning prospective customers into clients.
• You love seeing a rising conversion rate, hitting your goals and KPIs. You take pride in contributing to the company's growth. 
• Your communication is quick, effective and driven with a sales mindset.

3. Troubleshoot and Get Creative 

• You understand that not everyone shows up to our programming equally - this means meeting people where they are. You're ready to hop on the phone, record a loom video, or dig deep into our resources to get members past any roadblocks. 
• As a 100% digital company, you see tech as a tool and help demystify this for our members.
• If you can't fix it yourself, you are confident to escalate until you find the person who can - and follow up until you've reached the desired outcome for our members.
• You see opportunity for positive impact and you jump on it - or get it to the right person to make it happen.

Your KPIs:

• Customer Satisfaction Score
• Webinar conversion rate
• Ticket response time

Requirements

• 3+ years of experience in sales and/or customer success roles.
• Experience with Hubspot.
• Experience with Google Workplace, Slack & Zoom.
• Ease with the use of any type of digital platform/program – i.e. very tech-savvy
• Self-starter attitude with the ability to take initiative
• Excellent time management & communication skills
• Passion for Diversity and Inclusion

• Our Recruitment Process
• Video Interview
• 20-minute take-home skills test
• 30-minute Call with the Recruiter (project, benefits, etc.)
• Interviews directly with the client (depending on the project the # of interviews may vary, this may include an assessment)
• Final Offer

Benefits