Customer Experience Specialist

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Requirements:

• A minimum of 3+ years of experience in a customer support or customer service role (preferably in B2C SaaS)
• Exceptional English communication skills and the ability to leave your personal biases at the door when communicating with individuals from all walks of life
• The ability to operate consistently and reliably in a 100% remote environment, including the ability to organize one’s own virtual workspace to ensure that work is completed within work hours

Responsibilities:

• Directly communicate with Ground News readers to answer questions regarding all of the Ground News product suite
• Remain readily available throughout work hours to respond promptly and accurately to inquiries via several feedback channels including phone calls, App/Play Store and other product review channels, social media, and email
• Collect and record actionable feedback from each feedback channel, to be shared with the Head of Customer Support. Help improve the product by communicating time-sensitive feedback to the right departments, ensuring prompt updates that help resolve bugs. Troubleshoot to investigate reports of technical issues and provide clear solutions to customers, and escalate reports directly to the dev team when necessary
• Develop expert knowledge on how all of the Ground News products work so that you can accurately resolve technical issues, address customer questions and concerns, follow up with product-based solutions, and provide readers with relevant, personalized information about the Ground News suite of apps, newsletters, and media literacy tools.