Maze is hiring a remote Strategic Customer Success Manager - EMEA. This is a full-time position that can be done remotely anywhere in United Kingdom or Portugal.

Maze - Empowering anyone to test and learn rapidly.

Casa is looking to hire a Senior Client Advisor to join their team. This is a full-time position that can be done remotely anywhere in Canada, or the United States.

Time zones: GMT (UTC +0), CET (UTC +1), CVT (UTC -1)

**The Role

We’re looking for a Technical Customer Support Specialist to join our team! In this role, you’ll be the first point of contact for our customers, helping them via chat and email (no phone calls). You’ll assist with inquiries, troubleshoot issues, and ensure a smooth customer experience.

This position is fully remote. However, if you’re based near Nantes, you’re welcome to work from our office occasionally. 

What We’re Looking For

• Fluency in English is mandatory: English is our primary working language, so strong written and verbal communication skills are essential.
• Fluency in, at least, one other language is required. 
• Technical knowledge: You don’t need to be a developer, but a solid understanding of tech concepts (e.g., HTML/CSS) is required. This isn’t a “learn on the job” role—come prepared!
• Team spirit: Empathy, kindness, understanding, active listening, and a collaborative mindset are essential. You’ll fit right in if you value teamwork and fostering a positive work environment.
• Experience: Familiarity with customer support software is a plus, but not mandatory.

**

• Everyone does support: even our developers contribute to customer support, keeping everyone connected to our users’ needs.
• No meetings: Say goodbye to unnecessary meetings and focus on meaningful work.
• No personal KPIs: We trust you to do great work without micromanagement or performance pressure.

**

• In France: If you’re based in France, you’ll be hired under a standard employment contract (CDI).
• Outside France: If you live outside of France, the position will be under a full time freelance service contract. You’ll need to have an independent contractor status in your country and be able to issue invoices.

**

• Must be located within the EU timezone.
• Immediate availability is a plus.

**

• The compensation range for this role is around 30k€/35K€ gross per year , depending on the profile
• Join a erse and inclusive remote-first team that values work-life balance and flexibility.

Axios is hiring a remote Senior Associate, New & Growth Business. This is a full-time position that can be done remotely anywhere in East Coast.

Axios - Smart brevity worthy of people's time, attention and trust.

Olo is hiring a remote CX Project Manager. This is a full-time position that can be done remotely anywhere in the United States.

Olo - Online ordering for restaurants.

Time zones: EST (UTC -5), CST (UTC -6), MST (UTC -7), PST (UTC -8), AKST (UTC -9), HST (UTC -10), ART (UTC -3), UTC -4, UTC -4:30, UTC -3, UTC -2, SBT (UTC +11), GMT (UTC +0), CET (UTC +1), EET (UTC +2), MSK (UTC +3), AST (UTC -4), FKST (UTC -3), NST (UTC -3:30)

Location: Europe/US/LATAM remote.

Form of employment: Contract of employment or B2B contract (self-employed).

**

**

**A few facts about us:

• Our product is one of the world's leading AI customer service solutions, and our goal is to become no. 1.

• We are among the Top 50 AI and Customer Service Products in G2’s Best Software Awards 2024.

• We currently rate at 4.7/5 in both Shopify and G2.

• The new Tidio AI feature (Lyro) answers up to 70% of customers’ questions in seconds and is available to users even on a free plan. It’s a real AI revolution! 🚀🤖

• Every month, our widget is viewed by 350 million unique users, which is 4% of the global population.

• Currently, we hire over 170 fantastic people.

• In March 2022 we secured $25 mln in a Series B Investment round (read 👉 TechCrunch’s article to learn more)

• In June 2023, our monthly MRR exceeded $1M.

**We are a fast-growing tech company created by experienced international talents. Our product is a top-rated online platform for small and medium businesses to grow sales through outstanding customer service. Our goal is to create a frictionless customer experience for inidual users and, at the same time, help entrepreneurs worldwide grow their businesses by giving them access to a top-notch AI-driven tool.

Working at Tidio means impacting thousands of companies and millions of their users. But our clients are not the only ones who can grow with us. By joining Tidio, you can grow, too!

**As the Customer Success Manager, you will:

• Build relationships with our top clients.

• Serve US-based clients with the availability for video calls in the PDT zone (9 AM to 5 PM).

• Identify client needs and deploy solutions.

• Conduct video training and showcase new features.

• Drive adoption of our product and encourage best practices.

• Identify opportunities for growth.

• Oversee a large book of business.

• Influence retention, expansion and churn rate for your clients.

• Create automation and flows within our success software that supports your efforts.

• Report on activities and results.

• Collect strategic feedback and share it internally.

• Create impactful emails and outreach campaigns for your book of business.

**You are the perfect fit if you have:

• Ability to cover PTD zone (9 AM to 5 PM) from Monday to Friday.
• English proficiency at C2 level or equivalent.
• At least 2 years of previous professional experience in a SaaS customer success role.
• Ability to build mutually beneficial relationships.
• Great understanding of how to use and teach others to use the software.
• Experience with customer success or sales tools (Gainsight, Totango, ChurnZero, Salesforce, Hubspot).
• A good understanding of industry-standard KPIs (churn rate, retention rate, net dollar retention).
• A good understanding of customer experience tools and the industry.

**We would like to offer you:

• A chance to work with one of the top products in the customer experience industry.

• Work with an experienced and international team that continually shares knowledge and is not afraid of testing new solutions.

• Great development opportunities – company-supported courses and conferences.

• Contract form according to your preferences (B2B or contract of employment).

• Remote-first work with flexible hours.

• 26 days off guaranteed in a year.

• Possibility to work 100% remotely or book a Regus coworking space in your city.

• Inidual work tools – Macbook Pro, Dell screen, JBL headphones? You can tailor the equipment to your needs.

• Sport & wellness benefit or its financial equivalent.

• Mental well-being program – inidual therapy sessions and resources for employees.

• Free access to one of the most popular e-book/audiobook services.

• Regular integration events (company-wide meetings, team events).

**What happens when you send your CV?

• Video call with a recruiter about the position and the team.

• A recruitment assignment.

• Interview with the Hiring Manager and the recruiter.

• Offer and fireworks ;)

**Don't hesitate and apply right away!

_Diversity Statement

_One of Tidio’s core values is to play fair. Therefore, we treat all candidates equally. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status. This means recruitment and selection of talent to Tidio is only based on inidual merit and qualifications directly related to professional competence.

BitMEX is looking to hire a Customer Support Specialist (Korean Speaker) to join their team. This is a full-time position that can be done remotely anywhere in Asia.

Airtable is hiring a remote Live Support Specialist. This is a full-time position that can be done remotely anywhere in the United States.

Airtable - Build powerful work apps, without coding.

Boulevard is hiring a remote Manager, Onboarding. This is a full-time position that can be done remotely anywhere in the United States.

Boulevard - Software for self-care.

Altruistiq is hiring a remote Customer Success Manager. This is a full-time position that can be done remotely anywhere in Canada.

Altruistiq - Sustainability impact measurement and management for the digital age.

Octopus Deploy is hiring a remote Digital Customer Success Manager. This is a full-time position that can be done remotely anywhere in the United States.

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Bitfinex is looking to hire a Customer Support Specialist (Mexico) to join their team. This is a full-time position that can be done remotely anywhere in Mexico.

Tackle is hiring a remote Customer Success Manager. This is a full-time position that can be done remotely anywhere in the United States.

Tackle - Enterprise cloud commerce.

Support Attio customers with accurate and efficient answers, resolutions and resources.

• US remote
• $65,000 to $82,000
• Apply

At Attio, we’re building the CRM of the future*

CRMs are at the center of the software stack for millions of businesses. They’re ubiquitous and totally essential, yet current products are completely archaic, unloved and in massive need of overhaul.

This is software that millions of people use for hours and hours a day and you probably can’t think of a single awesome piece of software in this space.

Attio’s singular focus is to revolutionize one of the world’s most important and entrenched software categories: CRM.

We’ll need the world’s best engineers to solve some of the toughest engineering problems; we’ll need visionary designers to create the best experience, and we’ll need creative marketers, ambitious salespeople and dedicated support to tell our story and bring our product to market.

Why is this role important?

As a Technical Support Specialist at Attio you will support Attio customers with accurate and efficient answers, resolutions and resources via emails, chat, and video calls. You care deeply about providing an exceptional customer experience, advocating for the customer to other Attio teams, so that collectively we can give them a truly delightful experience and maximize the value they attain from using Attio.

We are particularly interested in hearing from:

• Iniduals with 2+ years experience in a support role for a SaaS product
• Technical specialists with experience working with within fast-pace startup environments and distributed teams
• Experience working with CRMs, APIs or Zapier is a bonus!

We are particularly interested in hearing from iniduals with 2+ years experience working:

• In a technical support role for a SaaS product, and you are comfortable working remotely
• With CRMs
• Within a fast-pace startup environment. Bonus for remote+distributed (across time zones) teams
• Supporting APIs, Zapier, and complex automations is a bonus!

Whose Team will you join?

Our GTM team is collectively responsible for new & expansion revenue. Day to day work is focused on ensuring customer satisfaction through quick, accurate and helpful support interactions and content. Documenting articles, resources and processes enables us to provide high quality interactions with customers.

Our Support team holds to a high standard of customer satisfaction, with a 98% CSAT average over the past six months. We have a very high standard for the customer experience in all stages and across the entire team. Our process is supported by Intercom, Guru, Linear, Slack, Productboard, Storyblok and Notion.

What is it like to work at Attio?

Attio employees are currently based in the US and Europe. We are all trusted to produce high quality work in the remote-first environment that works best for us.

Attio is for people who own their role, learn quickly, are endlessly curious and find happiness in delivering consistently brilliant outcomes that push the company forward. We love to work with people who are passionate about working this way and will do whatever it takes to get things done.

Kindness is evident in how we work and there is a high level of respect across the team thanks to working hard. This allows us all to challenge ideas, be independent and attract world class talent to join us.

We have an office in London should you wish to work from there or visit.

What are the role requirements?

In this role, you will be expected to:

• Provide fast and friendly technical support to customers through emails, chat, and video calls, adhering to Service Level Agreements (SLAs) between European and US business hours. Supporting customers in the queue is your core responsibility
• Accurately and efficiently answer customer questions regarding Attio features
• Troubleshoot and document bugs, collaborating with Attio’s Engineering team until resolution
• Document customer feedback and requests, and advocate for the voice of the customer internally regarding Attio’s product development and roadmap
• Assist in developing and documenting support processes to improve efficiency and ensure customer satisfaction
• Contribute to the success of Attio’s scaled support initiatives, including Help Center content, empowering customers with best practices and helping them find their own answers
• Maintain an in-depth understanding of Attio functionality, including collaboration with other teams to learn about and prepare for new feature releases

Our ideal hire is passionate about modern, high-quality technical support, and is eager to continue building their customer-facing career. They will have the following attributes:

• Excellent written and verbal communication skills, fluent in English, and a knack for distilling complex topics into simple guidance. Great writing is key to success in this role
• High degree of empathy, with the ability to understand and show care about the experiences and feelings of customers
• Innate curiosity and commitment to learning and understanding the ins and outs of the product, to get to the heart of customer feedback, and to identify root causes of issues
• Tech savvy and a lover of problem solving, using all resources available to find a resolution, but also willing to ask questions when you need help. You have a wide technical skillset that enables you to get up to speed quickly
• Proactive initiator of process improvements and solving for potential issues before they surface. Taking personal responsibility to push us forward
• Self-starter and independent learner who is motivated to perform well on a remote and distributed team

What does the hiring process look like?

We respond to applicants before the end of each week and within 24 hours of each interview, we will request and share feedback at every stage.

Applicants can expect the following:

• 1. Review - Applications reviewed
• 2. Screening
  • Call with Recruiter ~ 30 minutes
  • Call with Hiring Manager ~ 30 minutes
• 3. Interview
  • Exercise ~ Take home + 30 minute discussion
  • Case interview ~ 30 minutes
  • Founder call ~ 20 minutes
• 4. Offer
  • Offer call

A lot of our interviews are enabled through self-scheduling but we are always on hand to speak to you or answer questions throughout the process. At the offer stage, you may want to speak to more of the team, see a demo or have other suggestions for us.

Everyone who completes at least one of the above stages will be asked to provide feedback on the overall process and offered some help on their career if it’s not joining Attio at this time.

What will an offer consist of?

• Salary within the range of $65,000 to $82,000
• Equity in an early-stage tech company on an incredible trajectory
• US Healthcare; Medical, Vision, Dental
• 401K
• Paid parental leave
• Remote working and flexibility
• Apple hardware and a budget for desk amenities
• 25 days plus local holidays
• Team off-site in fun places! (Split, Barcelona, Lisbon, Malta…)

AI Application Policy: We value excellent writers and want to hear your voice in the application. We don’t recommend the use of AI — please take your time and let your support perspective shine through.

Timescale is hiring a remote Customer Success Manager. This is a full-time position that is 100% remote with no geographical restrictions. Work remotely from anywhere.

Timescale - Simple, scalable SQL for time-series and IoT.

Kinsta is hiring a remote Support Engineer. This is a full-time position that is 100% remote with no geographical restrictions. Work remotely from anywhere.

Kinsta - Application Hosting, Database Hosting, and Managed WordPress Hosting.

WOO Network is looking to hire a Client Success Specialist (Chinese/English) to join their team. This is a full-time position that can be done remotely anywhere in APAC.

Toku is looking to hire a Customer Success Manager to join their team. This is a full-time position that can be done remotely anywhere in the United States.

1Password is hiring a remote Sr. Customer Onboarding Specialist (French). This is a full-time position that can be done remotely anywhere in the United Kingdom.

1Password - The world's most-loved password manager.

Dune is looking to hire a Customer Support Specialist to join their team. This is a full-time position that can be done remotely anywhere in East Coast US or Europe West.

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GitHub is hiring a remote Associate Customer Success Manager. This is a full-time position that can be done remotely anywhere in the United States.

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Zoom is hiring a remote Strategic Customer Success Manager, Workvivo - Ireland. This is a full-time position that can be done remotely anywhere in Ireland.

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1Password is hiring a remote Sr. Customer Onboarding Specialist (German). This is a full-time position that can be done remotely anywhere in the United Kingdom.

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Recharge is hiring a remote Customer Success Manager. This is a full-time position that can be done remotely anywhere in Canada or the United States.

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Xapo Bank is looking to hire a Customer Success Advisor - LATAM to join their team. This is a full-time position that can be done remotely anywhere in LATAM time zones.

Smartling is hiring a remote Customer Success Manager. This is a full-time position that can be done remotely anywhere in Ireland.

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Runway is hiring a remote Technical Customer Experience Manager. This is a full-time position that can be done remotely anywhere in North America.

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TRM is looking to hire a Deployment Strategist - US to join their team. This is a full-time position that is 100% remote with no geographical restrictions. Work remotely from anywhere.

Bitso is looking to hire a Customer Support Analyst - Argentina to join their team. This is a full-time position that can be done remotely anywhere in Argentina.

Fleetio is hiring a remote Customer Experience Operations Analyst. This is a full-time position that can be done remotely anywhere in the United States.

Fleetio - Modern fleet management software.

About the Role:

The Disputes Team plays a key role in managing disputes initiated by healthcare facilities (HCFs) for invoiced shifts, addressing discrepancies in charges based on contractual terms and internal records. A Billing Disputes Specialist will review and process these disputes, determining whether to accept or reject claims based on the accuracy of the invoices and supporting records provided by the HCFs.

**

• Manage and resolve invoice disputes submitted by HCFs promptly and accurately.
• Conduct a thorough review of facility contracts to ensure they align with dispute resolutions.
• Make outgoing calls to HCFs and clarify details related to submitted disputes.
• Send emails to HCFs, Account Managers (AMs), and Billing Representatives (BRs) with the investigation outcomes on their submitted disputes.
• Collaborate with other Clipboard Health departments to escalate billing discrepancies when disputes require further investigation beyond the scope of a Billing Disputes Specialist.
• Identify the root cause of non-payment.

**

• Strong analytical skills with high attention to detail, particularly in reviewing contracts, billing and invoice discrepancies, and dispute documentation.
• Excellent communication skills, both written and verbal, with the ability to effectively communicate complex information to different stakeholders.
• Proficiency in Salesforce, Zendesk, Google Workspace, and other data management tools.
• Problem-solving mindset and ability to resolve issues in a timely and efficient manner.
• Strong organizational skills and ability to manage tasks in a fast-paced environment.
• Customer-oriented approach with a focus on maintaining positive relationships with our customers while enforcing contract terms.
• 1-2 years of experience in billing, invoicing, or dispute resolution is a plus.

**

By the end of your first 90 days, the following accomplishments are expected:

• Master the dispute-handling workflow: Achieve an excellent understanding of the dispute-handling workflow with proficiency in navigating primary tools and following proper escalation procedures.
• Resolve discrepancies efficiently: Confidently identify various types of billing discrepancies and follow the appropriate resolution processes, ensuring the root cause is understood before investigation to streamline the workflow.
• Use systems and tools well: Become proficiency in using primary tools such as Salesforce, the CBH App, and Zendesk, effectively utilizing them throughout the dispute resolution process.
• Document consistently with a high attention to detail: Be consistent and thorough in documenting post-resolution notes in Salesforce cases and maintaining the weekly dashboard, minimizing unnecessary follow-ups with our customers.
• Organize effectively and manage tasks: Keep your tasks well-organized, ensure timely follow-ups, and adhere to email cadences, all of which contribute to more efficient dispute resolutions.
• Collaborate openly and actively with the Disputes Team: Collaborate with the team by sharing insights, assisting others, and helping solve problems outside of your scope. Embrace challenges as learning opportunities and maintain a proactive approach to workflow changes, contributing to the team’s success.
• Meet team targets and metrics: Meet or exceed team targets and metrics, align personal goals with daily and weekly deliverables, and proactively manage additional cases when necessary.

Mattermost is hiring a remote Senior Customer Success Manager, APAC. This is a full-time position that can be done remotely anywhere in Australia.

Mattermost - A flexible, open source messaging platform.

Fleetio is hiring a remote Senior Onboarding Services Specialist. This is a full-time position that can be done remotely anywhere in the United States.

Fleetio - Modern fleet management software.

We are hiring a customer service representative to manage customer queries and complaints. You will also be asked to process orders, modifications, and escalate complaints across a number of communication channels. To do well in this role you need to be able to remain calm when customers are frustrated and have experience working with computers.

Customer Service Representative Responsibilities:

• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Responding promptly to customer inquiries.
• Communicating with customers through various channels.
• Acknowledging and resolving customer complaints.
• Knowing our products inside and out so that you can answer questions.
• Processing orders, forms, applications, and requests.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Communicating and coordinating with colleagues as necessary.
• Providing feedback on the efficiency of the customer service process.
• Managing a team of junior customer service representatives.
• Ensure customer satisfaction and provide professional customer support.

Customer Service Representative Requirements:

• High school diploma, general education degree, or equivalent.
• Ability to stay calm when customers are stressed or upset.
• Comfortable using computers.
• Experience working with customer support.

Salary and compensation

Benefits

💰 401(k)

🏖 Paid time off

🎅 We hire old (and young)

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Pitch - An open platform for presentations and content collaboration.

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Credible - Your honest source for comparing rates.

We’re looking for a Customer Success Expert to ensure our customers, service providers, and partners experience the highest level of support.

In this role, you’ll be the go-to person for handling customer inquiries via phone and email, resolving issues efficiently, and exceeding expectations at every turn. Your mission will be to make every customer feel like part of the Mozio family, always delivering service with a smile.

What We’re Looking For:

• Excellent communication skills in English (B2 level or higher).
• A minimum of 2 years of customer support experience.
• Proficiency in an additional language (Spanish, French, Italian, German, Chinese, or Portuguese) is a big plus!

What We Offer:

• A 100% remote position – work from anywhere in the world!
• A competitive salary in USD.
• Flexible working arrangements as a contractor.
• Opportunities for growth and career advancement in a fast-growing company.

Job Details:

Full-time: 5 days a week (including weekends), 8 hours per day. You’ll need a reliable laptop, smartphone, high-speed internet, and a backup plan for both.

At Mozio, we believe in empowering our team to succeed and offering a supportive work environment. If you’re ready to take on a new challenge and meet our tech requirements, we’d love to hear from you!

Submit your application today – we look forward to getting to know you!

Title: Senior Production Support Specialist

Location: United States

Full time

job requisition id: R42644

Job Description:

Discover. A brighter future.

With us, you’ll do meaningful work from Day 1. Our collaborative culture is built on three core behaviors: We Play to Win, We Get Better Every Day & We Succeed Together. And we mean it – we want you to grow and make a difference at one of the world’s leading digital banking and payments companies. We value what makes you unique so that you have an opportunity to shine.

Come build your future, while being the reason millions of people find a brighter financial future with Discover.

Job Description:

What You’ll Do

• Responsible for coordinating multiple levels of priority tickets with an end-to-end perspective. Coordinates across business partner and technology work-streams to disposition, research, solution, and close incidents and provide support to continually evolve the Payments platform. Supports performance management of existing business processes within Customer Service and Engagement with respect to operational efficiency, service delivery, customer experience, and compliance.
• Actively manages and escalates risk and customer-impacting issues within the day-to-day role to management.

How You’ll Do It

• Partners with cross functional teams to resolve open Incidents end-to-end (including ticket assignment, research, and issue resolution, coordinate testing and validation).
• Manages open issues / incidents impacting Customers, timely escalation of all issues that are deteriorating experience, and drive resolution of issues.
• Assists with Production Support function including the in-take and de-duplication process for support of production related issues and items.
• Collaborates with key partners (including but not limited to) – BT, Client Facing Teams to ensure timely response for tickets and validation of ticket closure.
• Reviews and analyzes data, identifies trends and reports back to cross functional teams. Reports and presents issues, updates, and resolution to senior management.
• Manages to SLAs for ticket resolution by level of severity.
• Monitors performance of existing business processes with respect to operational efficiency, customer experience, service delivery, and compliance.
• Prepares and maintains operational policy and procedure documents to achieve consistent service delivery and execution.
• Supports the delivery of strategic projects and initiatives.
• Provides support to business process representation for all Compliance or Internal Audit reviews as well as external inquiries.

Qualifications You’ll Need

The Basics

• Bachelors in Business Administration and Management, Information Technology, Mathematics, Statistics, Analytics or related.
• In Lieu of Education, 2+ years of experience in Customer service, financial services, operations strategy/execution, or related experience.

Physical and Cognitive Requirements

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable a qualified inidual with disabilities to perform the essential functions of the position as required by federal, state, and local laws:

• Primarily remain in a stationary position.
• No required movement about the work environment to complete the major responsibilities of the job.
• Primarily performed indoors in an office setting.
• Ability to operate office equipment such as but not limited to computer, telephone, printer, and calculator.
• Ability to communicate verbally.; Ability to communicate in written form.

Bonus Points If You Have

• 2+ years of experience in Customer service, financial services, operations strategy/execution, or related experience.

Discover will not sponsor or transfer employment work visas for this position. Applicants must be currently authorized to work in the United States on a full-time basis.

#Remote

#LI-LG1

Application Deadline:

The application window for this position is anticipated to close on Dec-08-2024. We encourage you to apply as soon as possible. The posting may be available past this date, but it is not guaranteed.

Compensation:

The base pay for this position generally ranges between $67,000.00 to $113,000.00. Additional incentives may be provided as part of a market competitive total compensation package. Factors, such as but not limited to, geographical location, relevant experience, education, and skill level may impact the pay for this position.

Benefits:

We also offer a range of benefits and programs based on eligibility. These benefits include:

• Paid Parental Leave
• Paid Time Off
• 401(k) Plan
• Medical, Dental, Vision, & Health Savings Account
• STD, Life, LTD and AD&D
• Recognition Program
• Education Assistance
• Commuter Benefits
• Family Support Programs
• Employee Stock Purchase Plan

All Discover employees place our customers at the very center of our work. To deliver on our promises to our customers, each of us contribute every day to a culture that values compliance and risk management.

Discover is committed to a erse and inclusive workplace. Discover is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or other legally protected status. (Know Your Rights & Pay Transparency Nondiscrimination Provision)

Discover complies with federal, state, and local laws applicable to qualified iniduals with disabilities and is committed to providing reasonable accommodations.

Responsibilities

• Answer and direct phone calls
• Organize and schedule appointments
• Plan meetings and take detailed minutes
• Write and distribute email, correspondence memos, letters, faxes and forms
• Assist in the preparation of regularly scheduled reports
• Develop and maintain a filing system
• Update and maintain office policies and procedures
• Order office supplies and research new deals and suppliers
• Maintain contact lists
• Book travel arrangements
• Submit and reconcile expense reports
• Provide general support to visitors
• Act as the point of contact for internal and external clients
• Liaise with executive and senior administrative assistants to handle requests and queries from senior managers

Salary and compensation

Benefits

🚑 Medical insurance

🏖 Paid time off

🎅 We hire old (and young)

Framework is hiring a remote Customer Success Manager. This is a full-time position that can be done remotely anywhere in the United States.

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Job Title: Supervisor, Social Media Care

Job Location: Remote – USA

Job Description:

Note: This position can support a remote candidate within the U.Ss

Role Summary:

The Social Media Supervisor manages a team of iniduals and ensures consumer comments on our social platforms are responded to within our established service level. He/she will

• Determine the US coverage schedule, keeping the team’s global responsibilities in mind.
• Establish and lead social media engagement training for the global team to ensure consistent response and usage across regions.
• Support team with best practices, system issues, engagement questions, and escalated/sensitive cases as needed
• Develop, execute, and evaluate the strategy for consumer engagement.
• Facilitate and foster effective and authentic relationships with consumers on Facebook, Twitter, and Instagram
• Work closely with Consumer Insights, Digital, Marketing, Corporate Communications, and Brand PR to execute an integrated social media plan and analyze the digital space effectively.
• Monitors trends in social media consumer contacts and tracks feedback on new products/topics.

The Supervisor is responsible for exploring, recommending, and executing emerging social platforms. He/she will work with current vendors to integrate these new platforms into our support stack.

The Supervisor is considered the SME of social engagement and will have a portion of social engagement responsibility to ensure he/she stays in touch with the systems, processes, and procedures.

Key Responsibilities:

Social Media Consumer Engagement & Trend Monitoring

• Facilitate and foster effective and authentic relationships with consumers/fans on all social media channels. Responsible for writing and responding to consumers via brand social media channels and creating alignment with traditional contact channels within Consumer Relations.
• Track feedback on new products
• Handle escalated cases brought forth by team members.

Internal Stakeholder Collaboration & Reporting

• Collaborate with internal stakeholders on which products and topics to track, establish approved social media responses, and ensure communication on trends and new product feedback.

System / Channel exploration

• Explore the new and upcoming channels and tools and recommend implementation as necessary. He/she may be tasked to lead system integration and channel expansion projects related to social media engagement, listening, and reporting.

Team Management

• Maintain schedule of engagement, and brand playbook.
• Monitor and ensure SLAs are met.

Desired skills:

• BA/BS in Communications, PR, English, Marketing or other related field
• Experience engaging with consumers
• Independent self-starter
• A strategic thinker with an innate desire to collaborate and execute
• Friendly social media and pop culture maven
• Demonstrates creativity and documented immersion in social media
• Proficiency with leading social engagement tools including Sprinklr, Sprout, Hoot Suite
• Must enjoy working in dynamic and fast paced environment
• Deep familiarity with social media, viral and word of mouth online marketing practices
• Strong data management and reporting
• Excellent writing, editing, and communication skills, including an engaging written voice
• Lifelong learner, adaptable to and embracing of the ever-changing and evolving social media landscape and all its related technological enhancements
• Willingness to work a flexible schedule – some weekends, holidays, and evenings required

Qualifications:

• Minimum Bachelor degree.
• Minimum of 2 years of professional experience handling social engagement and customer care

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