Customer Experience Concierge

| Colorado Springs
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Who we are...

Connecting people in a more meaningful way is not just what BombBomb’s software delivers - it’s what drives our teams every day. Through simple, personal video, we aim to Rehumanize communication. Our team is resourceful and intelligent. Competitive and collaborative. Fun-loving and tenacious. We’re close-knit and love adding new talent to the mix. If you are seeking a dynamic workplace and new challenges, we want to hear from you!

Who we’re looking for...

The Customer Experience Concierge fields front end sales and support inquiries through phone, chat, and email channels, guiding these interactions to the appropriate user experience. This individual provides triage for our Customer Care team, directing users to the correct support medium. They also identify MM/ENT and SMB opportunities for our sales team and hand them off accordingly. The Customer Experience Concierge works closely with our Marketing team to ensure that our website and other marketing channels are being optimized to answer the most common questions and obstacles for newer individuals evaluating BombBomb for their business. Their mission is to improve the attribution of leads to the right segmentation ultimately increasing MM/ENT sales and overall lead conversion.

What you’ll do...

  • Monitor Bombbomb’s eWebinar sales experiences and answer questions during and after the webinars.
  • Optimize the Qualified tool and improve the interaction rate by 5%. 
  • Navigate sales phone calls, emails, and demo requests by asking the appropriate questions to either resolve the inquiry, take the VSB sale, or prepare the MQL for a sales MM/Ent demo as observed by your supervisor. 
  • Have a two (business) hour response time to emails from our current trials and other marketing communications, including Non-profit prospects and inquiries related to our upcoming book. 
  • Respond to slack channels (distribution and ask-sales) questions and inquiries within 2 business hours.
  • 75% accuracy in guiding existing customers to the appropriate support resources.
  • Establish and achieve SMART goals every quarter with your supervisor that yields quantifiable results around building, sustaining, and improving the business and your own personal development. Show progress of every goal in each 1:1.

How you’ll do it...

Embody BombBomb’s core values: Relationships, Fun, Humility, Flexibility, and Service

  • Enthusiasm - Exhibits passion and excitement over work. Has a can-do attitude.
  • Intelligence - Learns quickly. Demonstrates ability to quickly and proficiently understand and absorb new information. 
  • Communication - Speaks and writes clearly and articulately without being overly verbose or talkative. this standard in all forms of written communication, including email. 
  • Active Listening - Lets others speak and seeks to understand their viewpoints
  • Teamwork - Reaches out to peers and cooperates with supervisors to establish an overall collaborative working relationship. 
  • Efficiency - Able to produce significant output with minimal wasted effort.
  • Attention to detail - Does not let important details slip through the cracks or derail a project.
  • Initiative – Identifying what needs to be done and doing it before being asked or before the situation requires it.

Our ideal candidate will be or have...

  • Focused on providing a remarkable customer experience in all interactions
  • Ability to identify sales opportunities and route appropriately.
  • Handle escalated calls with customers and prospects
  • Proven ability to manage a high activity daily workload (calls, emails, chats)
  • Prior experience in Business or Sales Development preferred
  • Immaculate attention to detail
  • Your unique strengths - if you don't match everything we're looking for, tell us why you'd be a great fit in your cover letter.

Compensation:

The salary range for this position is $38,000 - $45,000 annually. Final compensation for this role is determined by a variety of factors, such as a candidate's relevant work experience, skills, certifications, and geographic location. 

BombBomb Benefits Package Includes...

  • Excellent Medical, Dental and Vision Benefits for you and your family (2 PPO + HSA option)
  • Flexible Paid Time Off program
  • 8 paid holidays
  • 401k Plan with employer match
  • Annual Education / Development for your career growth
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PHPLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • RedisDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • SalesforceCRM
    • MarketoLead Gen

Location

BombBomb is in the heart of downtown Colorado Springs. We are in walking distance of great food, drinks, and entertainment - with amazing views!

An Insider's view of BombBomb

What’s the vibe like in the office?

The vibe at BombBomb is high energy and fun! Since our company is growing rapidly, employees are highly motivated and driven. One of our core values is fun, and that's just what we do all day long! Whether it's through our work or a game of ping pong, the office is always full of life.

Abby

Customer Success Manager

What projects are you most excited about?

The projects that excite me most are ones that involve creative problem solving and collaboration with other people. I work with a ton of talented people and they are always willing to help me out and answer my questions, if I am improving, the team is improving. I’m constantly learning new skills because of the people around me.

Mattea

Marketing Scrum Master

What makes someone successful on your team?

A good sense of humor! Helping clients all day is one of the best parts of my job, but sometimes we need to let off some steam. You can always tell you're walking by Customer Success by the laughter and camaraderie.

Relationships and fun are two of the core values of BombBomb, and my team is a shining example of both.

Erin

Customer Marketing Manager

What is your vision for the company?

We’re on a mission to rehumanize how you communicate. Most business communication is done through outdated, plain-text email. BombBomb changes that by making it easy to record, send, and track videos with the tools you use every day. If you want to help us and our customers rehumanize the planet, BombBomb would love to have you.

Rebecca

VP, Partnerships

How would you describe the company’s work-life balance?

Work-life balance is something that is taken very seriously among my team here at BombBomb. I am encouraged often to not burn myself out and to find my own pace. Leadership is aware of how important mental health is and how it drastically improves happiness in the workplace. At BombBomb, your family always comes first.

Conner

Deliverability Anaylst

What are BombBomb Perks + Benefits

BombBomb Benefits Overview

BombBomb offers health / dental / vision insurance, flexible PTO and paid holidays, a 401k plan with company match, Short / Long term disability, and company paid life insurance. At BombBomb, you'll also find ample opportunities for professional growth - whether it's our formal mentorship program, or our annual professional development stipend.

Culture
Volunteer in local community
BombBomb sets aside philanthropic paid time off for every employee to volunteer to support causes they are passionate about.
Partners with Nonprofits
BombBomb has established partnerships with Non-profits in our local community, such as Mary's Home and Springs Rescue Mission.
Friends outside of work
Eat lunch together
Intracompany committees
BombBomb has the People Team with 3 pillars - Values in Action, Diversity & Inclusion, and Fun & Events. Participation is on a volunteer basis that rotates. This team fosters and builds the culture!
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Unconscious bias training
Diversity manifesto
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend

Additional Perks + Benefits

Fridays are the bomb at BombBomb! We enjoy lunch as a team every Friday and celebrate newcomers and people living out the core values. The winner gets two weeks in the corner (truly) Awesome Office. There is a walking/biking trail just steps away from our office and you can be IN the mountains within 15 minutes. The million dollar views of Pikes Peak keep us inspired and energized. We're always learning and growing so lunch-n-learns are common - we discuss everything from how to be an authentic leader to the magic of a true Customer Success experience and selling like a boss. Also, #HACKWEEK is legit and our developers wow us every time with their innovative creations.

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