Operations Associate (Customer Side)

| Greater Denver Area | Remote | Hybrid
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We’re Verblio: a unique content writing startup based in Denver, CO. Content is the foundation of successful marketing today. But creating quality content requires time, resources, and talent, and many companies simply can’t reasonably or cost-effectively staff in-house. That’s where we come in. Verblio combines access to unique writing talent enabled by leading marketplace businesses with the flexibility and deep vertical expertise of SaaS to create 70,000+ pieces of unique content per year. With a network of over 3,000 professional writers, Verblio provides the platform for modern digital agencies, businesses, enterprises, and publishers to engage audiences with unique content creation solutions.

To do all of this, we’ve created a high-performing startup led by a 15-year marketplace industry veteran and staffed by a team of energetic, eclectic startup junkies, writing enthusiasts, and random liberal arts degree collectors.

We’ve been on a full-tilt growth spurt for several years and have grandiose plans for world domination in the near future...and that’s where you come in!  We are looking for the right entry-level Operations Associate to help lead our support team, “wow!” our customers with your top-notch customer service prowess, and strive to turn our clients into Verblio advocates.

We’re looking for an Operations Associate who...

  • …has at least 1-2 years of experience in customer service with some experience training and overseeing team members. You will help manage, train, and QA our outsourced tier 1 support team.
  • …has an empathic mindset and a strong desire to help others. Understanding our customers, including their goals, workflows, and pain points, allows us to better help customers! We strive to turn each customer’s negative experience into a positive, solution-oriented interaction. 
  • …has a third degree black belt in communicating. You’ll be talking to our customers, writers, helping train our outsourced support team, and collaborating with every internal Verblio department all day every day. Code switching is not just important -- it’s a must. “Do you even speak dev, bro?”
  • …has impeccable grammar and writing skills. You should be able to write clear, concise instructional material for customers and team members.
  • … is tech savvy and investigative. You don’t need to know how to code by any means, but we are supporting a tech platform, so you’ll be helping customers use our app and working with our Development team to resolve bugs and other technical issues that customers may experience. 
  • ...is always learning and isn’t afraid to give or receive feedback. Someone who compulsively seizes opportunities to experiment with and improve everything they touch
  • ...is a born (or learned) enthusiastic helper who doesn’t just jump in when asked, but is constantly offering when and where they can help in every situation.

 

So what will your day typically look like?

  • Answer tier 2 customer support tickets for a variety of tickets types. Some issues will be easy and repeatable, others will be complex, and a few will be downright odd! We strive to provide prompt, professional, and accurate support to customers while staying true to our friendly and fun values.
  • Resolve escalations from our tier 1 support team. As well, you will coordinate with and assist the appropriate team members for especially urgent, complex, or unique issues.
  • Help manage, train, and QA our outsourced tier 1 support group. Being the friendliest content creation company is no easy task! We’ll need your help to monitor our customer support specialists, train them on new product releases, and give them the training and tools they need to succeed with our customers.
  • Provide proactive support to our customers. Some of our customers are quite shy! You will work to identify these struggling customers and help them get back on track before they ever need to reach out to the support team.
  • Maintain Verblio’s customer help center and support resources by writing new help pages and improving existing help pages as we strive to provide customers with better self service solutions.
  • Collect and report key customer support metrics, and help improve these robust reports. Verblio thrives on smart data and analytics! You’ll also help identify trends and areas of improvement as we work towards improving our customer service performance. 
  • Maintain and improve our customer support tool, Intercom, and help your team get the most of its robust offerings from improving our chatbot messaging to automated ticket routing.
  • Perform additional tasks and projects as necessary to support our quickly growing crowd of customers. 

 

What else will help you succeed in this role?

  • Experience with our main support and billing tools: Intercom and Recurly
  • A strong foundation in content marketing/SEO/inbound marketing
  • Willingness to wear many hats and jump into projects outside of core responsibilities.
  • Zeal for working with a kick-ass team that’s hell-bent on having a great time, enjoying the quirkiness of our users, and overdelivering (because it’s the right thing to do).
  • Comfort with remote work and collaborating with remote teams. The Verblio team spans multiple cities and continents. You should be self-motivated and take ownership of time-management and productivity.

 

What makes Verblio a great place to work?

  • We work hard, have fun, learn a lot, and are proud of our transparent, collaborative culture.
  • We believe in doing good, and that creating great opportunities for home-based writers is just as important as helping our clients find their next customer. 
  • This year we made the Inc 5000 list and won our fifth Mercury 100 award as one of the fastest-growing companies in the Boulder Valley.
  • Total compensation for this role is market competitive, including a base salary range of $42,500-$46,000 as well as company stock options.
  • We offer a 401k, health, dental & vision insurance with a generous monthly company contribution as well as a generous vacation policy.

 

Excited about this opportunity? If so, click here to apply with your resume, cover letter, and LinkedIn profile link.

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Location

1700 Lincoln St., Denver, CO 80203

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