Customer Experience Associate, ActiveCampaign
German Speaking
3 days a week in office
Customer experience automation
Job no longer available
Customer experience automation
501-1000 employees
Job no longer available
3 days a week in office
501-1000 employees
Company mission
To help businesses and organizations to automate their entire customer experiences.
Role
Who you are
- Have strong analytical, organizational, written and verbal communication skills
- Fluent English and German speaking, reading comprehension, and writing skills
- Ability to efficiently respond to a significant number of emails, live chats and phone calls per day and produce high quality answers
- Ability to work shifts that range from 8am - 8pm
- Ability to work in a local office 3 days/week
- A solutions oriented mindset with the ability to create memorable customer experiences and explain technical problems succinctly and clearly
- A natural problem solver, who can think under pressure and flourishes in a fast-paced environment
- A passion for customer support and about the role it plays in making a customer-centric team successful
- An entrepreneurial spirit and attitude
- A self-motivated, curious learner and proactive team player mindset with innovative ideas to inspire customer adoption
- Excellent communication and conflict resolution skills & the ability to relate to others under pressure
- Prior experience in software/technical support is a plus
What the job involves
- Develop a deep and technical understanding of the platform and customer use cases to be able to successfully advise customers on how to accelerate their business and achieve their goals using ActiveCampaign
- Utilize strategic and technical skills to guide a high velocity of customers across multiple industries, company sizes, and levels of sophistication in their use of the ActiveCampaign software using multiple customer-facing channels (phone, screen sharing, chat, and email). Typical enquiries can range from account issues, to diagnosing complex software issues, to basic marketing and sales strategy advice
- Own the resolution of customers issues from initial contact to completion by monitoring and responding to user-reported issues as well as infrastructure alerts promptly and professionally. This may include troubleshooting, issue replication and cross functional team collaboration
- Formulate alternative or unique solutions based on best practices for technical scenarios to help clients achieve their goals and help them to utilize our platform
- Proactively identify improvements to the product, isolate and reproduce bugs and otherwise determine high-impact and creative opportunities to enhance the customer experience
- Maintain quality in a high velocity environment by keeping composed to best help users in potentially tense and difficult situationsIdentify opportunities for potential growth of customer’s services based on their need and collaborate with the appropriate teams to continue the conversation
- Partner with development teams to drive stability and operational excellence, produce knowledge base articles, and foster a customer-centric culture of efficiency
- Compose thoughtful, personalized responses for a variety of customer requests
- Keep on top of the latest news in regards to email marketing, deliverability, and small business sales and marketing strategies
- Most importantly, build upon ActiveCampaign’s goal of creating the best customer experience in the industry as we look for our own platform to improve the customer experience of over one million growing businesses
Our take
Marketing and CRM tools are essential to scale a business in the current landscape. Existing tools for optimising engagement, scalability and data analytics have surged in popularity, but many solutions remain unaffordable for small businesses.
ActiveCampaign provides an integrated platform for email marketing, marketing automation and CRM, with the focus on providing businesses with the ability to optimise customer experiences. The platform leverages machine learning and automation to increase the rate at which its clients can scale their engagement levels, regardless of whether the user is running a small or large business.
Despite high-profile competitors, the company has found a gap in the market by providing an integrated and unified solution combining hundreds of tools. The platform is available as an entire package for enterprises, but smaller companies can opt for cheaper and streamlined tool kits. In 2022, ActiveCampaign announced the implementation of over 400 customer ideas into its product. It has also partnered with ActiveEngine, the first ActiveCampaign-only agency, to enable businesses to make better discovery calls and close more deals. With the 2024 opening of a hub in Krakow, it is further expanding its European footprint.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-18% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Apr 2021
$240m
SERIES C
Jan 2020
$100m
SERIES B
Total funding: $360m
Company benefits
- Mac computer, modern apps, and access to a $250 quarterly WFH stipend, as well as regional Hubs that serve as a central meeting space.
- Open PTO, the ability to work remotely, a sabbatical program, and flexibility in your work schedule.
- Access to the Calm meditation app, the Modern Health coaching app, and telemedicine support for mental health.
- Equity for all employees to help create alignment and an ownership mindset across all team members as we grow.
- Access to 1:1 sessions with career coaches, and Udemy subscriptions.
- Generous 401K matching that have no wait or vesting requirements.
- Dedicated Employee Resource Groups for moms, dads, and parents, manager training to better support working parents, and flexible working schedules to make parenting during remote work a bit less stressful.
- Dedicated career development conversations and regular salary reviews.
- Full medical, dental, and vision, and pay 100% of your premiums for the HSA plan.
- Stay connected with teams around the globe through digital outings & trainings, an automated coffee roulette program, and biannual team kickoffs.
- Donation matching and 3 days of Volunteer Time Off for all employees every year. We also make it easy to participate in local elections by giving employees the day off.
Company HQ
Chicago Loop, Chicago, IL
Leadership
Jason VandeBoom
(Founder & CEO)Jason founded ActiveCampaign in January 2003 as CEO. They have worked there ever since, alongside being a Future Founders Board Member since February 2020.
Salary benchmarks
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