Customer Experience Specialist
New
P
PushpayChurch Tech
The following states are approved as remote work locations for this position: AR, AZ, CA, CO, FL, GA, IA, IL, IN, MD, MI, MN, MO, NC, OH, OK, PA, SC, TN, TX, WA, VAFull-TimeMiddle
Salary67,500 - 76,000 USD per year
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Job Details
- Experience
- 3+ years of professional experience
- Required Skills
- Project ManagementData AnalysisTechnical supportCustomer SuccessSaaS
Requirements
- High school diploma or equivalent.
- 3+ years of professional experience across content strategy, knowledge management, information management, or customer-facing support/SaaS environments.
- Excellent technical writing and verbal communication skills.
- Proven capacity to translate complex software bugs or configuration steps into easy-to-understand instructions.
- Strong organizational skills with the ability to handle task intake and document functional requirements.
- Ability to efficiently balance multiple concurrent projects and support relationships.
- Self-starter with a proactive mindset.
- Ability to work for prolonged periods at a desk and lift up to 15 pounds occasionally.
Responsibilities
- Provide customer support through Slack, email, and virtual meetings with a responsive, relational, and solutions-focused approach.
- Troubleshoot customer questions, technical issues, and workflow challenges to help churches confidently use the platform.
- Serve as a liaison between customers and the development team by communicating bugs, feature requests, and recurring support trends.
- Create, update, and improve help articles, support documents, tutorials, and training materials.
- Document internal processes, workflows, and best practices as the support infrastructure continues to grow.
- Monitor and deliver detailed data insights regarding Help Center Nurture systems.
- Evaluate usage trends and suggest measurable system or process improvements.
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