Job Description
Customer Success Specialist Company Overview: Momentous is a dynamic, fast growing human performance company offering the highest quality supplements designed to enhance physical and cognitive well-being. At Momentous, we believe that people at their best will produce a positive impact in their personal lives, communities, and, ultimately, the world. No matter our customer's goal or what they want to achieve, we are on a relentless quest to help them get there. We work with some of the greatest minds in science and athletic performance who tap into the latest research and real-world experience to create a portfolio of products designed with one common goal-to help our customers be their best.
What we're proud of: - Best in the field. We have built an advanced network of world renowned experts in the field of human performance.
- Trusted and used by the best. We are honored to work with more than 150 teams in professional and NCAA sports, including Stanley Cup Champions, Tour de France winners, and all NFL Teams.
- Push what's possible. We were named to the prestigious Inc. 5000 list as one of the fastest-growing companies in the US in 2023 and 2024 (#345 in 2024).
Position Summary: The Customer Success Specialist is an individual contributor role that reports to the Director of Customer Care and works to create, facilitate, coordinate, and oversee the customer support journey from front to back. You will play a pivotal role as the face of our team both here at home and abroad. You will be responsible for ensuring timely and positive interactions through all customer communication channels, while also contributing to the overall success and ongoing improvement of the customer lifecycle through initiating and seeing projects through to implementation.
Responsibilities:
- Manage and execute to meet or exceed team KPIs
- Ensure timely and appropriate responses in all care channels (email, chat, social channels, chat bot, reviews, and social media.)
- Successfully lead and implement customer success training
- Develop and complete QA evaluations
- Liaise with 3rd party BPO leadership
- Create and manage documentation of policies and SOPs
- Utilize documentation to aid in the creation and implementation of self-serve and automated contact channels (help center, and chatbot)
- Identify upstream customer pain points, escalate them to the broader team and follow them through resolution
- Identify ways to improve the chat bot in an effort to reduce tickets and follow improvements through implementation
- Work cross functionally with ecomm, operations, and marketing teams to ensure the best customer experience possible
- Manage systems access as needed
Qualifications:
- Excellent communication and organizational skills
- Capable of coaching others and providing feedback
- Creative problem solving and strategic thinking
- Efficient knowledge of customer service tech platforms and Shopify systems
- A high level of empathy for the customer and curiosity about their experience with us
- Working knowledge and experience with various CRM and/or automation platforms
- QA program evaluation & administration
Benefits: - Our fast-paced, high growth environment creates a strong opportunity for professional development born from evolving experiences
- Competitive cash compensation plus employee stock options
- Health/Vision/Dental
- Unlimited PTO
- Generous set of observed holidays (16 days of office closure in 2024)
- $1,000 annual perks program to support a high performance lifestyle
- Access to Momentous products and merchandise
Location: This is a hybrid position out of our Park City, UT office.
EQUAL EMPLOYMENT OPPORTUNITY Momentous provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We are committed to bringing together individuals from different backgrounds and perspectives, and providing employees with a safe and welcoming work environment where everyone can thrive. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Momentous
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