Overview
Tawkify is the fresh and smart matchmaking startup dedicated to putting fun and romance back into dating. We are growing rapidly, and currently hiring for a critical role on our Customer Success team.
The goal of the Client Success Agent is to create as many mutually beneficial scenarios as possible for the client and internal teams by providing support and finding win/win scenarios. The agent is an objective observer in regards to policy and ensures that all parties are adhering to policy. The agent is able to leverage technology to maintain customer satisfaction and facilitate internal processes. This department is heavily cross-trained and requires a high standard and volume of communication.
Pay is hourly plus team incentive bonus.
Qualifications: Previous experience in customer-facing roles is required. Excellent written and verbal communication skills with precise grammar and spelling. Computer proficiency, including email, web applications and contact management software. Self-motivated, accountable, and driven. Ability to work in multiple platforms with several cross-functional teams. Ability to quickly master new tools and processes. Ability to exercise compassion and hold space for dissatisfied customers. Natural aptitude for defusing difficult situations. Strong organizational skills, a mindful sense of urgency, creative problem solver, and a thoughtful collaborator.
Responsibilities:
- Researching a client’s experience and working diligently to find the right outcome through empathy and compassion.
- Support matchmakers and customers through tickets with timely (<10 hours) responses.
- Collaborate with department leadership around feedback required to enhance the flow of support.
- Workload could include, but is not limited to: Trust and Safety, MM Support, Date Concierge (less than 2 min response time), Video Connect Concierge, Customer Success (Inbound phone line and emails).
- Ensure projects outside of ZD are up to date as assigned and deadlines are given.
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