STUDIO DESCRIPTION:
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.
POSITION SUMMARY:
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 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 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 of 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.
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