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Manager of Customer Happiness
San Francisco, CA, United States


ABOUT INDIEGOGO

Indiegogo empowers people around the world to fund what matters to them. As the largest global crowdfunding platform, campaigns have launched from every country around the world with millions of dollars being distributed every week due to contributions made by the Indiegogo community. At its core, Indiegogo is the equal opportunity platform dedicated to democratizing the way people raise funds for any project -- creative, entrepreneurial or cause-related. The company was launched in 2008 and is headquartered in San Francisco, with offices in Los Angeles and New York.

MANAGER OF CUSTOMER HAPPINESS

IDEAL PERSON

We’re looking for the ultimate customer champion to manage and build our Customer Happiness team. Customer service at Indiegogo isn't just about troubleshooting, it's about delighting people and empowering them to succeed. The ideal candidate will have an innate desire to help people, a passion for innovating, and deep experience building and running customer service organizations.

Responsibilities:

Lead and manage team of entry level customer happiness agents. Responsibilities include schedule management, training, career development, and point of escalation for problem solving.
Responsible for all aspects of department infrastructure, including management of Zendesk, Salesforce, and internal administrative systems. Responsibilities include streamlining current systems and identifying, resourcing and implementing systems to scale.
Lead all aspects of department reporting and data analysis. Includes monthly issue tracking, feedback to product and executive team, and data infrastructure maintenance.
Lead the maintenance and evolution of Indiegogo Playbook and all education materials. Includes identifying roadmap for education needs, working closely with marketing and campaign specialist team to create content, and owning all aspects of the product.
Drive the evolution and modifications of Indiegogo Terms of Use, Privacy Policy, and Product policies as it relates to common customer inquiries.
Work closely with Product Management and Marketing teams to coordinate product releases and ensure full customer happiness team support.
Collaborate with operating team to incorporate customer feedback into marketing messaging, product development roadmap, and overall company strategy.


Requirements:

Minimum 5+ years of experience in customer support / service roles (online product support preferable);
2+ years of experience in managing, building and training non-exempt teams;
Experience in a fast paced and high growth software environment;
Inherent bias towards building systems and data; excellent data analysis skills;
Working knowledge of Zendesk, Salesforce, and Wordpress or other comparable tools;
Experience working with wide variety of clients, from Fortune 500 to individual end users;
Excellent communication (verbal and written), leadership, organization and project management skills;
Keen interpersonal skills, and inherent empathy for the end user;
Crisis management and issue resolution and messaging experience;
Experience planning and executing tutorials and other educational / how-to materials.


Working at Indiegogo (here’s what’s in it for you!)

At Indiegogo you’ll find a welcoming, supportive community that embraces collaboration, fearlessness and authenticity. We are a rapidly growing organization and our platform is used by people all over the world to raise money for their creative, cause-related, or entrepreneurial ideas. Our customers are passionate about funding their campaigns, and so are we! We are a team of committed, results-driven team-players who are lucky enough to be able to call “helping people achieve their dreams” work.

We are growing faster than we can type! We offer competitive salaries, equity, benefits and cool perks. If you’re passionate about what we’re passionate about, we want to meet you.

If this position sounds like a fit, please apply with your resume and a cover letter, explaining why you’re the right person for the role: www.indiegogo.com/about/careers.


Not for you? Look at this nice list of positions open

https://www.indiegogo.com/careers#openings

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