Customer Success Specialist

3 weeks ago

Delhi, Delhi, India Socioh: DPAs that convert Full time

HOW TO APPLY: 

Please email the following to: jobs@socioh.com

  • Your resume. 
  • A cover letter explaining why you are the perfect fit for Socioh.
  • A 140-character description of yourself. Feel free to make this fun & interesting - we love people who can say a lot in just a few words.

IMP: No application will be accepted without the above.

ABOUT SOCIOH:

Socioh is a leading social advertising platform for eCommerce. We help brands improve the profitability of their dynamic ads on Facebook and Instagram.

We are looking for a full-time Customer Success Specialist who will play a vital role in building strong relationships with our client base of eCommerce advertisers (primarily based in the US).

Socioh is a US company based in Portland, Oregon, with a team in India. The founders of the company are in the US which means you may need to make yourself available for late-evening calls as needed.

NOTE: THIS IS A FULL TIME, REMOTE POSITION. NO THIRD-PARTY VENDORS.

WHAT YOU'LL DO:

At Socioh, we are obsessive about customer satisfaction. We expect you to take ownership of and pride in your work. 

We are a very technical team and while this position is part of the content-marketing team, you are expected to have a good understanding of technology and very strong analytical skills.

You will be expected to investigate minor issues in the Meta ad platform and communicate technical facts to the client in an easy-to-understand, palatable format. 

Your main responsibilities will be to:

  • Consistently monitor client communication on Slack, email, and other CRMs. 
    • Understand customer requirements/concerns and answer questions promptly with clarity and empathy.
      • Serve as a POC for customers with regard to the client's advertising and technical needs.
        • Coordinate between the client and Socioh's design, sales/marketing, and tech teams to ensure that client requirements are met in a timely manner. Communicate project scope, goals, deliverables, and timelines effectively across teams.
          • Manage multiple conversations/projects simultaneously.
            • Test and use Socioh's in-house software so you have a deep understanding of our app and how it works with Meta.
              • Set up ad catalogs for clients in Socioh's app.
                • Ensure that Socioh's communication doesn't just meet, but exceeds customer expectations.

OPTIONAL RESPONSIBILITIES:

  • Create content in multiple formats including email, Web copy, social media captions, blog posts, case-studies, video scripts etc. Each piece must keep in mind the tone, style, and voice appropriate to that format.
    • Research and develop in-depth pieces about social media marketing, advertising and eCommerce. 
      • Help users resolve issues or understand features of our software through looms, FAQs, and videos.
        • Engage with potential customers on our in-app chat, emails, forums, FB groups, teams etc. Follow up regularly and drive dialog with users.
          • You may be expected to help out with other tasks as needed. We don't have rigid internal structures and our team members don't hesitate to jump in wherever they are needed and believe that they can add value.

WHAT WE'RE LOOKING FOR:

We're looking for an entrepreneurial individual who is intellectually curious, organized, and driven to excel. You should be an exceptional communicator with strict attention to detail and an interest in technology.

As a fast-paced start-up, we require you to be comfortable wearing multiple hats, juggling deadlines, and thinking on your feet.

Required:

  • Excellent communication skills
  • Impeccable grammar
  • Strong technical skills
  • Strong analytical skills
  • The ability to adapt your tone/voice to the customer's requirements
  • Empathy and curiosity 
  • Reliability and an ability to prioritize tasks effectively
  • Bachelor's degree 
  • 2-3 years of experience in digital content creation and/or customer success
  • Team player with strong interpersonal skills

Highly Valued:

  • Experience with project management.
  • Experience with digital marketing.
  • Experience with Figma/Canva.
  • Working knowledge of the business manager on Meta.
  • Good working knowledge of various social networks (Facebook, Twitter, LinkedIn, YouTube, etc.)

—

COMPENSATION:

As per industry standards, based on experience and expertise.

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