Customer Experience Representative

Dash Social; Halifax; On-site; CAD 40,000 - 55,000; Full time

Job summary

A leading social media management platform is seeking a Customer Experience Representative to guide customers through the adoption of their services. Responsibilities include providing support via chat, troubleshooting issues, and collaborating with development and account teams. Candidates should have customer-facing experience and excellent communication skills. The position offers opportunities for growth in a dynamic environment.

Benefits

Health and dental benefits

Vacation and personal days

RRSP / 401k matching

Quarterly wellness benefit

Work-from-home benefit

Flexible working hours

Qualifications

• 1-2 years of customer-facing experience.
• Excellent written and verbal communication.
• Strong organizational and time management skills.

Responsibilities

• Provide support via the in-platform chat system.
• Troubleshoot technical issues for customers.
• Communicate bugs and product question progress.

Skills

Customer-facing experience

Excellent communication skills

Analytical skills

Time management

Problem-solving

Education

Post-secondary degree or diploma

Tools

HubSpot

FullStory

Gong

Job description

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As a Customer Experience Representative, you will be the in-platform expert and guide prospects and customers through their journey in adopting Dash Social. As a member of the Customer Success team, and working closely within our Revenue team, you will provide answers to all incoming questions and issues via Dash Social's support funnel system. You will work closely with our Account Management and Account Executive teams to ensure that our customers see value in the product and that it aligns with their business objectives. You will also work closely with our Development, Product and Product Marketing teams to stay current on all of Dash Social's product offerings.

What You Will Do

• Maintain product expertise of the Dash Social platform at all times.
• Support and assist customers while managing our in-platform chat system (HubSpot).
• Troubleshoot with customers to help resolve technical issues and answer platform-related questions.
• Internally work on admin tasks to provide seamless experiences for our brands.
• Enable support systems alongside other Customer Success team members to ensure user adoption.
• Work closely with Account Owners to provide support for customer accounts as required.
• Understand common user errors and provide solutions in a timely manner.
• Provide clear and simple troubleshooting steps via in-platform chat or virtually when required.
• Communicate bugs and product question progress to customers and prospects.
• Escalate, follow, and communicate bug resolution.

Desired Skills and Experience

1-2 years of relevant work experience, including customer-facing experience in-person, online, and / or over the phone. Corporate customer experience is considered an asset.

Excellent written and verbal communication skills, with the ability to explain challenging situations in a concise and user-friendly manner.

Excellent organization and time management skills. You excel in a fast-paced environment.

Strong analytical skills and ability to think critically.

Confidence with objective handling, and ability to bring creative solutions when conversing with brands.

Ability to take technical language and definitions and share in a more digestible format.

Experience with softwares like HubSpot (HelpDesk), FullStory, Gong is an asset.

SaaS or start-up experience is an asset.

Experience in digital, social media marketing, and related technologies is an asset.

A post-secondary degree or diploma is an asset.

Fluency in additional languages is considered an asset.

About You

You pick up new technologies quicker than most and love to understand how things work. You have the confidence to figure out the unknown.

You have a customer-first mentality and know what questions to ask to get to the crux of an issue.

You think outside of the box. Finding creative solutions to solve problems for your customers is what drives you.

You care about what you do and about those around you. You love working as part of a team.

Don't meet every qualification? Research shows that equity deserving groups like women and people of colour are 20% less likely to apply to jobs unless they are 100% qualified. Dash Social is committed to diversity, equity, and inclusion by being representative of the diverse communities that we serve. We have a culture that values differences and ensures that every current and prospective team member has equitable access to opportunities to succeed. If you are interested and excited about this role but your qualifications don't match up perfectly, we encourage you to still apply. You may be the best candidate for this role.

About Dash Social

The only tool you need to outsmart social

Dash Social is a social media management platform that equips brands with intelligence and speed to stay ahead of the curve. Through its sophisticated cross-channel insights and workflow tools, Dash Social enables brands to create content that entertains, engages and drives consistent business results. To discover how Dash Social is empowering brands to outsmart social, visit dashsocial.com.

At Dash Social, you will be given the opportunity to take risks, learn, and grow your career. You'll be joining a talented, hardworking team with leading policies and practices recognized as a top employer in Canada.

Work With Us

At Dash Social, we strive to build great solutions that solve real problems for marketers, and are unabashed about our unique ability to be the best at what we do. To achieve our goals as a company and provide a service to our customers that is unmatched, we believe that collaboration and support among the team is what propels us forward.

Dash Social would not exist without the dedicated employees who contribute their unique skills, voices, and ideas to the long-term success of the company. Building a diverse and talented team is an integral part of creating an innovative and well-rounded product, and work environment.

Dash Social's hiring practices and company culture does not condone discrimination based on race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.

Employee Benefits

At Dash Social, our team is our competitive advantage. We are committed to supporting one another and we work hard to make sure everyone has the support they need. In addition to health and dental benefits for you and your family, you can also expect :

Vacation, personal days and sick time

RRSP / 401k matching

Quarterly wellness benefit

Donation matching program

Parental leave top-up plan

Work-from-home benefit

Flexible working hours and location

Departmental and team-wide bonding activities

Seniority level

Seniority level

Associate

Employment type

Employment type

Full-time

Job function

Job function

Customer Service

Industries

Software Development

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