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Description
WE ARE HIRING. Talkpush is hiring sales professionals, product managers, marketers, and developers to join its team. Most positions are based in our offices all over the globe: San Francisco, India, Philippines, Costa Rica, Mexico, and Hong Kong. Intelligent and ideological candidates interested in changing the world of recruitment are welcome to apply. Just have a chat with us on our website or on our Facebook page. Read more about the Talkpush culture here. ⚠️ DON'T APPLY FOR A JOB AT TALKPUSH IF THIS IS YOU Recruitment is one of the oldest, most established industries, and we're out to change it completely through automation. To make that dream come true, we need people with a fire in their belly who would rather deliver unpleasant truths to customers rather than slap together a quick fix. This isn't a 9-to-5 job that delivers the same experience every day, but a place where once in a while, you wake up with a burning desire to implement a new solution and to test the heck out of it. This means that people who think sucking up to the boss or being a yes-person is the path to success, who aren't willing to stand behind their idea, even in the face of pushback, who prefer change to be predictable and gradual, won't be very happy here. They might be smart, kind, and lovely, but this isn't their pot's lid. If you're the kind of person who gets a little obsessed about a problem and can't think of anything else until you can puzzle it out, we can offer interesting challenges, an international team that will challenge you, and a mission to help millions of people get hired by focusing relentlessly on building better candidate experiences. Does this sound a little scary and overly ambitious? Good, that's just how we like it. ✨ As part of the Customer Success team, the Customer Success Executive (CSE) will support some of the largest employers in the world to help them transform their talent acquisition strategy and drive automation and efficiency in their recruitment processes. Your day to day responsibilities will include but not be limited to : Customer Support The CSE will be primarily responsible for customer support activities and act as the initial point-of-contact for Talkpush end-users. The CSE shall: Engage with customers and respond to all incoming conversations on Intercom. These conversations are to be categorized based on issue type. Create and track tickets from start to closure for all conversations Endorse tickets to L2 Product Support Monitor ticket aging per step, including steps beyond Level1 Customer Support Keep the end-user informed on all ticket movements based on SLA Handle user-education and informational conversations by sending knowledge base resources, when applicable Work on the continuous improvement of our knowledge base and help articles Enroll new or existing users to Talkpush Academy for guided self-learning Capture all feature-requests and logs them in Trello for product management review User Education The CSE will also be responsible for ensuring that end users have access to training resources and knowledge-base to equip them for self-guided learning. The CSE shall: Write and update knowledge-base articles based on product enhancements and product changes Update the user education academy based on current product behavior Enroll new and/or existing end users to the user education academy Run user learning sessions as and when needed Customer Success The CSE will also be responsible for providing auxiliary support for the Customer Success Managers. The CSE shall: Attend customer meetings and assist the CSM either in workflow discussions, user learning sessions, and/or business reviews Draft business review reports based on templates and/or customer-specific requirements Look at Analytics to report product-related metrics and flag areas of concern Assist in other tasks/activities related to Customer Success To be effective in this role the CSE needs to be: Customer-centric: because we want our customers to derive value and ROI from Talkpush solutions Intelligent: because the Talkpush ecosystem is complex and the CS team is expected to be product experts in every form Professional: because we work with Fortune 500 companies that have no patience for amateurs Analytical: because customer behavior and use cases are very different from each other and we need to look at problems using a scientific approach Efficient: because you may be faced with a million things to do and you need to draw the line between importance and urgency Great Communicators: because the CS team is the face of the company and our voice matter in managing customer relationships Preferred But Not Mandatory Prior experience in recruitment and/or human resources Prior experience in consulting and IT Experience in working with international clients/environments Experience in customer support Show more Show less
