We are looking for a dynamic and empathetic Customer Care and Community Management Specialist to join our team. This role is pivotal in ensuring customer satisfaction by providing exceptional support for application-related issues and managing our online community. The ideal candidate will be responsible for resolving customer problems, assisting with application workflows, and engaging with customers through social media. This role requires a blend of technical problem-solving skills, community management experience, and a customer-first mindset.
*Key Responsibilities:*
### Customer Care Responsibilities:
1. *Customer Support:*
- Serve as the first point of contact for customers experiencing issues with the application or its workflow.
- Respond to customer inquiries promptly through multiple channels, including phone, email, chat, and social media.
- Diagnose, troubleshoot, and resolve customer issues, ensuring a high level of satisfaction.
2. *Problem Resolution:*
- Provide step-by-step guidance to help customers navigate and resolve workflow-related issues within the application.
- Escalate complex technical issues to the appropriate internal teams, while maintaining communication with the customer.
- Collaborate with the product and development teams to address recurring issues and contribute to the continuous improvement of the application.
3. *Documentation and Reporting:*
- Record all customer interactions, including issues, resolutions, and customer feedback, in the support system.
- Generate regular reports on support activities, identifying trends and areas for improvement.
- Provide actionable feedback to the product and technical teams based on common customer issues and suggestions.
### Community Management Responsibilities:
1. *Community Engagement:*
- Actively engage with customers and community members across social media platforms, forums, and online communities.
- Respond to social media comments, messages, and posts, providing support, resolving issues, and fostering positive interactions.
- Create and share helpful content, such as tutorials, FAQs, and updates, to assist users in navigating the application effectively.
2. *Customer Satisfaction Management:*
- Monitor customer sentiment and satisfaction levels across social media and community channels.
- Address any negative feedback or dissatisfaction promptly, turning around customer experiences wherever possible.
- Develop and implement strategies to enhance customer satisfaction and encourage positive engagement.
3. *Moderation and Conflict Resolution:*
- Monitor online discussions to ensure they remain constructive and aligned with the company’s community guidelines.
- Manage and resolve conflicts or disputes within the community, ensuring a positive and supportive environment.
- Work with the marketing team to organize and moderate virtual events, webinars, and other community-building activities.
4. *Feedback Collection and Reporting:*
- Collect feedback from community interactions and social media engagement to share with the product and support teams.
- Identify trends and insights from social media comments and community discussions that can inform product improvements.
- Regularly report on community health, engagement metrics, and customer satisfaction levels to management.
Skills
- Bachelor’s degree in Communications, Marketing, or a related field.
- 2+ years of experience in customer service, community management, or a related role.
- Strong problem-solving skills with the ability to understand and resolve technical issues.
- Excellent verbal and written communication skills, with a proven ability to engage effectively with customers across multiple platforms.
- Experience with customer support tools (e.g., Zendesk, Freshdesk) and social media management platforms (e.g., Hootsuite, Sprout Social).
- Familiarity with the application or industry-specific workflows is a plus.