Customer Experience Manager | Waldo Photos, Inc. | United States

Who’s Waldo?

Waldo Photos is a photo-sharing app built for you, by people like you. At Waldo, we set out to build a photo-sharing app that would serve the needs of our families and friends, remove all the headaches of sharing, and protect their privacy. For professional photographers, WaldoPro utilizes AI and mobile proof delivery to automate their workflow and sales while delivering their customers a more convenient way to purchase.

What We’re Looking For:

A highly motivated, detail-oriented self-starter to join our team as a Customer Experience Manager. You’re energetic and have a true passion for client satisfaction. You’ll be responsible for managing Waldo’s consumer customer service and QA support team and will report directly to the Director of Operations. You’ll often be the friendly voice of Waldo, assisting our consumer customers through onboarding and/or any technical issues they face and your team with how to best solve any customer service or QA related issues related to our consumers. This is an opportunity to join a startup on the ground floor.

Responsibilities:

Serve as the primary consumer customer service representative.

Oversee and manage an outsourced customer service team for tier 1 and tier 2 support.

Provide excellent service – when there’s a problem, solve it. When you promise something, deliver it. We have a strong customer engagement model in place – you’ll help evolve it.

Help build out and perfect our Knowledge Base, Auto Response Snippets and Loom tutorial video base (both internal and external facing) with articles and tutorial videos, so our customers have every answer at their fingertips.

Regularly monitor various QA channels via Slack to ensure a smooth onboarding and photo receiving process for our customers as well as identifying any events with configuration issues.

Regularly test and troubleshoot our consumer or client flows via desktop and mobile as issues arise.

Effectively communicate with our engineering team when necessary, based on customer feedback.

Assist our Account Managers and Director of Operations with special projects related to product QA testing and overall operational success.

Base Qualifications:

3+ years of customer service experience with a software-driven product company with a direct-to-consumer product

Fluent with G-Suite, Hubspot, and Slack

Quick to learn and adopt new technologies

A strong customer orientation and desire to help customers

Experience developing new processes and training plans

Love for training and managing

Excellent written and verbal communication skills

Ability to think big picture in order and identify opportunities for optimization, automation and process improvements

Solid time management and prioritization skills; ability to handle multiple tasks and initiatives at the same time

Ability to manage a high volume of incoming support inquiries during peak seasons with positivity and professionalism

You genuinely love helping others succeed and strongly believe in the value of our product

You are independent and a natural solution seeker

You understand that being in a customer support for an an event-based company that hours can extend beyond the typical M-F, 9-5. You possess the ability and are comfortable handling escalations during non-business hours.

Outstanding Qualifications:

Experience managing a team in the tech industry

Experience working from home (you understand the importance timely communication)

Experience working with globally dispersed teams across multiple time zones

Benefits:

Early-stage equity

Flexible PTO

Health Benefits

Unlimited high fives

Starting salary range: 60 – 65K (based on experience)

Job Type: Full-time

Pay: $60,000.00 – $65,000.00 per year

Shift:

• 8 hour shift

Experience:

• Customer service: 3 years (Preferred)

Work Location: Remote

Tagged as: remote, remote job, virtual, Virtual Job, virtual position, Work at Home, work from home