Customer Experience Associate
Description
As a Customer Experience Associate, you'll be the frontline connection between our customers and our products. In this role, you'll answer questions, solve problems, and represent the voice of the customer across the company. You'll develop deep product knowledge and use that expertise to deliver fast, accurate, and thoughtful support that keeps our customers engaged and connected.
Responsibilities
- Provide exceptional customer service by demonstrating product knowledge and resolving customer inquiries in a timely manner.
- Manage high-quality communications with our customers across several channels including phone, email, chat, and social media.
- Promote our brand through conflict resolution abilities and effective communication skills.
- Advocate for our players to help us grow the business.
Requirements
- Bachelor's degree or equivalent work experience is preferred.
- Prior online customer support or relevant experience.
- Proficiency with ServiceNow or other ticketing processor systems, as well as Microsoft Office product suite.
- Strong collaboration and communication skills.
- Fluency in English.
- Ability to work on weekends.
- Varying shifts between the hours of 6:00 am - 5:00 pm, which includes 5 days of work with 2 days off.
Benefits
- Health Benefits: Comprehensive health benefits, including various medical plans, dental, and vision.
- Wellbeing Program: Free access to programs such as free therapy sessions with Lyra Mental Health Solution, Lyra Employee Assistance Program, the Calm App, Virtual Yoga Classes, and many more.
- Parental Leave & Support: 14 weeks of 100% paid parental leave to all global team members and workplace lactation support.
- Family Planning: Benefits supporting adoption, surrogacy, fertility treatments, or other family planning.
- Vacation Days: 25 vacation days per year.
- Food Voucher: 200 BGN food vouchers per month.
- MultiSport Card: 50% coverage of monthly sports card.
- Financial Planning: Programs like Origin Financial.
- Commuter Benefits: Access to commuter benefits to help save money on daily commute.
