Hiring for Customer Experience Specialist

[Mike Russo]

SparkOffer is hiring for a customer experience specialist.

Position Overview:
As a Customer Support Specialist at SparkOffer, you will play a pivotal role in ensuring our users are successful with our self-serve product.
Leveraging your deep knowledge of our features, and the needs of people buying and selling homes, you will guide users to achieve amazing outcomes, foster long-term relationships, and drive customer retention.
You will do this by handling direct customer support requests, developing and maintaining effective playbooks, and crafting knowledge-base articles that will be instrumental in enhancing our customer experience.
You will be responsible for keeping the product team informed about the primary questions and concerns of users so that the product can be adapted and improved to meet the needs of the market.

Key Responsibilities:

• Product Expertise: Develop an in-depth understanding of our products, including their functionalities, features, and best practices, becoming a trusted advisor to our users.
• User Onboarding: Lead onboarding sessions to help users get started with our SaaS solutions, ensuring a smooth and successful implementation.
• Account Management: Serve as the primary point of contact for large customers, building strong relationships and understanding their unique needs and goals.
• Value Maximization: Collaborate with large customers to develop and execute success plans, focusing on achieving their desired outcomes and ROI while teaching them how to use the platform on their own
• Playbook Development: Create and maintain playbooks that provide optimized, consistent, and scalable support processes
• Knowledge Base Article Creation: Develop and update knowledge articles, FAQs, and documentation to empower users with self-service resources for common issues and inquiries.
• Customer Feedback: Gather and analyze customer feedback, sharing insights with the internal product teams to drive product improvements.
• Advocacy Development: Encourage satisfied users to become advocates, participating in case studies, testimonials, or referrals.
• Customer Education: Provide training and educational resources to help users leverage our product to its fullest potential.
• Metrics and Reporting: Track and report on user and support success metrics, including adoption rates, customer satisfaction, and retention rates.

Qualifications:

• Bachelor's degree in a related field or equivalent work experience.
• 5-7+ years’ experience in customer success or account management roles, preferably with SaaS platforms.
• Strong communication and relationship-building skills.
• Analytical mindset with the ability to derive insights from data.
• Proven ability to align customer needs with product offerings.
• Experience in creating playbooks, knowledge articles, and documentation.
• Familiarity with CRM systems and customer success software.
• Results-oriented with a customer-centric approach.
• Ability to collaborate effectively with cross-functional teams.
• Enthusiasm for helping customers achieve their objectives.

Benefits:

• Competitive salary and performance-based bonuses.
• Comprehensive healthcare and dental coverage.
• 401(k) retirement plan with employer matching.
• Ongoing professional development opportunities.
• Collaborative and supportive work environment.
• Access to cutting-edge SaaS products and technologies.
• Opportunity to make a significant impact on customer success and company growth.

If you are a customer-focused individual with expertise in SaaS platforms, the ability to develop playbooks and knowledge articles, and a passion for driving customer success, we encourage you to apply for this exciting opportunity to join our SparkOffer team. Help us empower our customers to achieve their goals and maximize their success with our SaaS solutions.

If interested in applying can email [email protected] with a copy of your resume.