Remote Job
Customer Happiness Lead
Later- full_time
- Posted : 4 years ago
What started as the result of a hackathon in 2014 is now the world’s #1 Instagram marketing platform. Later was built on the idea that social media management should be easy, quick, and affordable. Six years and hundred thousand users later, we’re still going strong.
We’re looking for people who can help us build something great for our customers—from content writers, designers to developers. So if you’re the kind of person who really cares about making something meaningful, then keep reading.
Our Values
Our core cultural values are manifested in our practices and processes every day. We highly value transparency and fairness in everything we do. We look for people who like to move quickly, are ambitious yet humble and have a great sense of humour. If you have a mischievous spark of fun, that’s even better.
You have:
- A natural tendency to take initiative, achieve results and generally #GSD.
- A desire to constantly stay organized and create efficiency using technology, bringing order to chaos and uncertainty.
- Teamwork is your middle name. You want to brainstorm with the best of them and are continually looking for ways to do it better.
- A humbleness to recognize that sometimes you’ll need to apologize and admit mistakes (we’re all human after all!)
- Understand and work well in startup culture - be able and willing to take on all sorts of tasks and responsibilities.
We list our values and beliefs first because they are non-negotiable; if you're still reading then check out some of the responsibilities you will own.
About this Role
As a Customer Happiness Lead you will be involved in hiring, coaching, training and developing the happiness team. You’ll help lead Later’s support operations by helping the team remove blockers, resolve challenging questions and at times, re-prioritize the focus in the queues to address new trends. As a leader you’ll also represent Later’s customers and inspire others across the organization to help prioritize and address issues our customers face. Lastly, you will intuitively understand the experience and needs of Later's users and proactively help identify ways in which they can interact with Later's product to increase their productivity and results.
Responsibilities
- Responsible for hiring, developing, coaching and training new team members.
- Provide outstanding customer support and keep a pulse on the customer experience journey.
- Exemplify the characteristics and company values you are looking to develop in happiness team members.
- keep a calm and calculated approach to critical situations where a quick response and resolution is important
- Assist and coach happiness team members with their performance on a week to week basis.
- Monitor team support metrics to ensure team goals are on track.
- Work with the leadership team to proactively discuss, plan, and implement process improvements and best practices that promote a positive customer experience.
- Communicates and informs the Customer Happiness leadership team on what the most important issues are and how we can address them.
What we are Looking for:
- At least 3 years experience in a support role at a software company
- You have led a team or shown strong leadership qualities
- You’re an early adopter and embrace new technology before most of your friends. When you find that game changing app for you, you can’t wait to share it with your people and teach them how it makes their life better!
- You are able to empathize with users and team members and quickly grasp the issues they're facing
- You have experience developing and implementing processes and are able to build systems from scratch.
- The tech start-up industry is where you want to be. You thrive on the cutting edge and get excited to learn more, push boundaries and innovate every day
- You are highly organized, are detail oriented and have developed great time management skills.
- You love helping and going out of your way for others
- You have experience with process development and able to build systems from scratch.
- You can talk technical with engineers and then explain that same conversation in simple terms to your grandma
Salary Range
- $53,000 to $62,500
About Later:
Later is proudly founded and based in Vancouver. We pleased to offer all our employees a competitive salary, a chance to participate in the success of the company through equity, medical and dental benefits and a wellness program.
Working Locations:
Product and Development roles are based out of our Vancouver headquarters. If you are not located in Vancouver, but interested in relocating for the role let us know!
Whereas, roles on our Marketing and Customer Experience teams are open to remote candidates based out of Toronto and London, UK, in addition to working out of our Vancouver headquarters.
How to Apply:
If you’d like to work with us, please submit your resume, cover letter, and any links showcasing your skill set through this posting. This is the best place to submit your application for it to be reviewed by our team.
Note: Later does not work with recruitment agencies to fill open positions. We will not be accepting requests to work with agencies.
Skills
- marketing
- operations
- customer happiness
