Hiring: Pingup Client Operations Lead/ Community Manager
Assist clients and users with all aspects of the pingup software, including account setup and management, providing clarity and training, and setting user expectations on product offerings, and answering questions to inspire confidence in the product.
Consult clients on functional and technical questions and provide effective solutions and training information to improve their pingup experience.
Serve as a primary contact for all incoming customer and user inquiries and responding in a timely and professional manner via multiple channels (phone, email, live chat, Zendesk forum and social media)
Conduct feedback gathering information and create processes for current customers not actively using the product or responding to pingup community requests.
Create community Zendesk forum for clients and users to address all product upgrades, changes, uses and functionality.
Develop and maintain all automated system notifications content for both businesses and users.
Create newsletter content and manage weekly distribution via Mailchimp software.
Act as a liaison between customers and development team; summarize customer feedback and issues to help manage prioritization of development work.
Ensure conformity and accuracy across website and social outlets. This includes updating website, blog and support forums with the latest product and company information to enhance user/client experience.
Provide quality assurance, product design and system testing, and operational feedback to Development Team on all site and product updates and roll-outs. This includes logging product and site bugs into bug tracking system (e.g. jira, bugzilla, redmine...) and working with IT, Development, and Business Development teams until resolution and deployment sign-off.
Develop and communicate operational processes and procedures for all account setups, product guidelines and community forum.
Create and maintain a knowledge base program with the Business Development Team to aid in logging, tracking, and housing all individual account specific information to better assist clients and improve account performance. (e.g. Salesforce)
Create and meet specific Service Level Objectives to improve the overall organizational bottom line.
Recruit and train a top notch client operations team while providing daily hands-on management, operational resources, and product support to ensure outstanding customer support.
Apply: If interested please send your resume/LinkedIn profile and relevelant experience (social media too) to Tom O'Keefe at tom [at] bostontweet [dot] com
Additional Info about Pingup can be found at http://pingup.com
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