Customer Experience Associate

As a Customer Experience Associate, you will be one of the primary points of contact for customer inquiries and customer support questions.   

Responsibilities:

  • Provide exceptional customer support through demonstrated product knowledge and issue resolution skills
  • Communicate with users through different channels including email, chat and social media
  • Update FAQ’s and knowledge base as the company evolves
  • Communicate with in house developers and other third party services to help solve user issues
  • Set up process for prioritization and routing of customer support issues
  • Set up proactive support
  • Track and report on customer support analytics
  • Enforce brand personality through all user communication

Requirements:

  • 3+ years experience in Customer Service for a B2C product with a significant volume of user issues
  • Proficiency in managing customer service software platforms such as Helpshift or Zendesk
  • Excellent communication skills
  • Familiarity with payment processing systems and dispute resolution (ACH, Credit cards, chargebacks, ACH returns, etc…)
  • Self-motivated, highly flexible and proactive with a team mentality
  • Able to work flexible schedule (mornings/evenings)
  • Proficiency in Mac OS, Google Docs and Gmail

Desirables:

  • Experience at a start-up
  • Great problem solving skills
  • Strong written communication skills
  • Worked in a B2C mobile product environment
  • Interest in lottery or igaming
  • Multi-lingual

This is a part-time, hourly position with the opportunity to turn into a full-time position.