Who we are...
BombBomb makes it easy to use simple videos to build relationships through email, text and social media. Our team is scrappy and intelligent. Competitive and collaborative. Fun-loving and tenacious. We're close-knit and love adding new talent to the mix. Rehumanizing the planet can't be done without EXCELLENT people and we want to add you to our already amazing team!
Who we're looking for...
The Tier 2 Customer Care Associates on our Customer Success Team are our senior customer service and support agents. They’re the technical leaders our Customer Care Associates turn to when problems arise. They’re the best Customer Care knowledge and support that BombBomb offers. They own and manage all escalated incidents and drive each to resolution. Their ultimate goal is to strengthen relationships with every BombBomb customer they interact with. Doing this helps reduce the number of customers who leave BombBomb and increases customer satisfaction and customer lifetime value.
What you will do...
Respond and resolve escalated customer inquiries from CCA’s. Pull your weight by fielding plus or minus 10% of the average number of escalated phone calls and tickets handled per SCCA per quarter.Provide front of the line support for the enterprise and high value segments. Use all your resources to provide answers and resolutions as quickly as possible. Help keep time to first reply for enterprise and team account customer inquiries during business hours under 35 minutes.Manage all customer care open tickets. Ensure follow up of all open tickets with the “Type” being Question within 24 hrs.Work with CSM’s to improve 90-day health to 90%, NPS to 50, and reduce Churn to 0%.Facilitate CS incident management and resolution.Assist team members in gathering proper documentation for escalated problems. Investigate and prioritize inquiries within 2 hours of initial escalation.Follow up with escalated problems, providing customers a projected time for completion within one day of initial escalation.Follow up with feature requests, providing customers a projected time for completion within one week of initial request.Be the first line of escalation for disgruntled customers. Escalate all unresolved conflicts to the Customer Care Manager.Make our customers happy!Maintain a team customer satisfaction score of 97% or higher per quarter.Contact customers who give a negative satisfaction rating within 24 hours of their feedback to offer additional support.Establish an appropriate human connection with people by meeting customers on their terms and in their style.Regularly exceed the expectations of our customers by going one step beyond addressing their immediate need and having them document more than one example of this behavior on a weekly basis.Manage our communication on the BB Community Center during your assigned time slot. Reply to customer posts within 2 hrs of creation.Partner with QA in identifying the scope of problems and recruiting beta test groups as needed.Every week, report the top three problems and feature requests customer are making.
How you'll do it...
Embody BombBomb’s core values: Relationships, Fun, Humility, Flexibility and Service
Enthusiasm: Exhibit passion and excitement over work. Have a can-do attitude.Intelligence: Learn quickly. Demonstrate ability to quickly and proficiently understand and absorb new information.Communication: Speak and write clearly and articulately without being overly verbose or talkative. Maintains this standard in all forms of written communication, including email.Listening Skills: Let others speak and seeks to understand their viewpoints.Teamwork: Reach 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.
Our ideal candidate will be or have...
2+ years of technical support experienceStrong organizational skillsFlexible with changesExperience managing content processProcess orientedGreat written and verbal communication skills
BombBomb Benefits Package Includes...
- Excellent Medical, Dental and Vision Benefits for you and your family (2 PPO + HSA option)
- 10 days paid vacation and 5 days of sick leave
- 8 paid holidays
- 401k Plan with employer match
- Weekly company-catered lunch
- Fun workplace: happy hour every Friday and company game room
- Annual Education/Development for your career growth
