Customer Experience Representative

TextUs on a mission to revolutionize business communication by enabling seamless and impactful engagement between workers and consumers. With a focus on innovation, ease of use, and delivering measurable results, our strategy is rooted in creating tools that outperform other messaging solutions while fostering trust and value for our customers and stakeholders.

At TextUs, every team member is empowered to make a difference. Our collaborative and data-driven culture, combined with the guidance of a proven leadership team, ensures you have the resources and support to excel. Together, we’re building the future of mobile-first, conversational engagement and redefining what’s possible for businesses and their stakeholders.

CORE RESPONSIBILITIES

• Customer Support and Problem Resolution
  • Troubleshoot technical issues (e.g., Chrome extension, internet browsers) and reproduce customer problems for QA
  • Provide actionable recommendations and solutions support via chat, email, phone, and screen sharing to customer challenges
  • Communicate customer issues internally to prioritize and enhance the customer experience with clarity, empathy, and precision
  • Follow appropriate escalation paths
• Ensuring Customer Satisfaction
  • Engage with customers to ensure satisfaction with TextUs products and services, demonstrating product expertise and providing guidance on usage
  • Manage multiple customer conversations in Salesforce Service Cloud, maintaining a high level of service across all interactions
  • Monitor and maintain key performance indicators, including CSAT score, timely responses, number of escalations to account manager, and average responses per case closed
• Feedback Collection and Product Knowledge
  • Maintain expertise in 10DLC and stay up-to-date on company products and services.
  • Gather and share customer feedback with relevant teams to improve products and processes.
  • Identify and report bugs vs. expected behavior, escalating as needed and providing input for help center articles.
  • Log comprehensive tickets in Jira, tagging with root cause, product feature, and organization details.
• Collaboration with Teams
  • Provide actionable feedback to improve processes across teams.
  • Escalate customer issues to the appropriate teams (AM/Sales/Billing/Engineering).
  • Work with product and engineering to report feature requests and resolve technical issues.
• Documentation and Policy Adherence
  • Maintain accurate documentation in Salesforce Service Cloud to track customer interactions and ensure process improvements
  • Ensure compliance with company policies, procedures, and service-level agreements (SLAs)

WHO YOU ARE

• Customer Experience Acumen
  • Positive and energetic attitude with exceptional customer service skills
  • Passion and curiosity about technical products and SaaS
  • Exemplifies a team mentality
• Attention to DetailStrong attention to detail, with a sense of urgency
  • Ability to prioritize issues and resolve them in order
  • Exceptional written and verbal communication skills
• Product Fluency
  • Strong ability to understand information from documentation
  • Technical aptitude and ability to learn platforms
  • Experience within a ticketing environment (ServiceCloud, ZenDesk, JIRA)
  • Experience with CRM or Support Desk software is a bonus
• Accountability
  • Asks for feedback and strives for continuous improvement
  • Experience maintaining accurate documentation
  • Proficiency in complex problem-solving
• Communication
  • Exceptional written and verbal communication skills
  • Ability to prioritize issues and resolve them in order

INTERVIEW PROCESS

• Initial Call w. HR (45 mins via Phone)
  • Topics: Culture, logistics 
• Interview w. Hiring Manager (45 mins via Zoom Video)
  • Topics: Culture, skills, role overview
• Rembrandt Assessment + Assignment (Self Paced)
  • The Rembrandt assessment allows TextUs to assess how your personality fits within the role and the TextUs culture. 
  • The assignment will cover both written and technical skills
• Interview w. CX Team (45 mins via Zoom Video)
  • Topics: Culture, leadership, skills, role overview
• Q&A w. CEO (30 mins via Zoom Video)
  • Topics: You will come prepared with questions about the role, team, product to ensure this role is the best fit for you.

EMPLOYMENT DETAILS

• Job Type: Full Time
• Compensation: $55,000 - $60,000
• Location: Remote. Headquartered in Denver, CO
• # of hires for this role: 1
• Target Start Date: 3 weeks from offer date
• Reporting to: Customer Experience Director

By submitting your resume for this role, you consent to communication via text and email

TEXTUS BENEFITS INCLUDE

• Competitive pay
• Health / Dental / Vision Insurance
• HSA contributions
• 401K with company match
• Unlimited PTO
• Cell phone + internet reimbursement for $100/month.
• One-time $1,000 home office stipend once you’ve been with TextUs for 6 months
• Up to 12 weeks of Parental Leave 
• 2024 Holiday Schedule link here
• U.S. remote first with optional WeWork office space in downtown Denver, CO

TextUs does not discriminate based on race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status, in any of its activities or operations. We are committed to providing an inclusive and welcoming environment for all members of our staff, volunteers, subcontractors, vendors, and clients.