Customer Support Specialist, Tradable Bits
$50-65k
Office located in Mount Pleasant, Vancouver
Fan-based marketing platform for entertainment industries
Be an early applicant
Fan-based marketing platform for entertainment industries
21-100 employees
Be an early applicant
$50-65k
Office located in Mount Pleasant, Vancouver
21-100 employees
Company mission
To build better fan experiences by helping partners get to know their fans better.
Role
Who you are
- 1-2 years experience in B2B Customer Support or Customer Success, ideally in SAAS or tech
- CSS and javascript experience
- Organized, detail-oriented, and able to manage multiple projects while meeting deadlines
- Strong problem-solving and analytical skills; using an organized and logical approach to find solutions to complex problems
- Excellent written and verbal communication; being able to engage with empathy and patience
- Professionalism, reliability, and tact in working with diverse stakeholders
- A doer. You are proactive, curious, anticipate needs, and suggest actionable solutions
- Comfortable learning new systems and technologies
- Confidence, tact and entrepreneur-level independence
- You're a positive and solutions-oriented individual who thrives on meaningful interactions
- Your adaptable nature enables you to build authentic relationships with both customers and peers, placing significant value on trust
- Embracing challenges, you approach work with a proactive and problem-solving mentality
- You love to be a customer advocate and provide input to the product roadmap and growth plans
Desirable
- Previous experience working in a startup or hyper-growth environment
- CSS and Javascript Knowledge
- Basic technical writing skills (making technical content easily digestible)
- Knowledge of the sports, music or entertainment landscape
- Familiarity with Slack, Google Suite, Open Project, Hubspot Service or other Customer Support tools
What the job involves
- As our Customer Support Specialist, you will help maintain and improve our Customer Support Program including managing Support tickets, monitoring live chat tools, and ensuring our product help guides and videos are up-to-date
- You will support our partners with their product issues and help educate them on how to best use our technology to support their business goals
- You will be responsible for addressing the needs of customers and ensuring customer satisfaction
- This is an exciting opportunity to work with a startup that is undergoing growth; where you will have the opportunity to help expand our Support program from the ground up
- You will report to the Director of Customer Success
- Become a product expert in a range of Tradable Bits product offerings and deliver this information to customers in a clear and professional manner
- Support customers with their product issues
- Stay up-to-date on the latest product updates from the development team
- Manage and Monitor Customer Support Tools
- Monitor the support inbox to triage, tag and close tickets accordingly
- Help setup and monitor AI Chatbot automation and workflows
- Monitor Partner Slack channels and assist customers where needed
- Generate and share reports with relevant stakeholders to help improve operational efficiency
- Manage our Help Centre
- Assist in the maintenance of the Tradable Help Centre. Working with the Product and Customer Success team, you’ll help us maximize customer adoption
- Contribute to the development of written and video recording workflow updates to our Help Centre and internal Knowledge Base content. Helping to drive adoption and mentoring the broader team on use
- Report on which Help Guides are getting the most traffic and using that data to educate Product and UX/UI designers about possible improvements in the product
- Monitor our NPS and Customer Surveys
- Triaging feedback from customers to the relevant stakeholders and identifying any at-risk behaviours
- Help improve our CSAT surveys as our product and company evolve
Our take
Musicians, sports teams and brands want to make closer connections with their fans, but audiences are increasingly spreading their time across an ever-growing selection of new platforms. Tradable Bits resolves this tension by providing a marketing platform that delivers first-party fan data to the entertainment industry that retains information and engages fans across whatever platforms they're using.
The marketing startup is now looking to launch products fit for the new era of mass live digital engagement. For example, their launch of a digital arena tool allows fans to interact with their teams live beyond physical stadiums, and its integration with Square will allow promoters using its platform to measure the effect of promotional campaigns with engaged fans.
Tradable Bits will have to keep innovating to compete with the other marketing platforms helping entertainment brands in the digital age. Their reputation for excellent, tailored service will stand them in good stead in this respect, as will a recent grant from Pacific Economic Development Canada. This influx of capital will allow Tradable Bits to expand its marketing reach internationally, with an aim to grow into Asia-Pactific and European markets in the near term.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Funding (1 round)
Mar 2023
$1m
GRANT
Total funding: $1m
Company benefits
- Friday Snacks & Social
- Casual Dress Code
- Kitchen Stocked with Snacks
- Indoor Climbing Wall
- Extended Benefits Package
- Located in the Heart of Mount Pleasant
- Diverse and Inclusive Team
Company values
- Trust - Integrity is at the heart of everything we do. Our enterprise partners trust us to manage and protect their fan data, especially at scale. Results are transparent, honest, and easy to understand
- Flexiblilty - We believe in open, flexible and honest systems that help our partners improve their fan experiences. We love new challenges and will quickly and happily solve any problem we face
- Education - We're here to help our partners understand and optimize because we're all learning together. We're forging the path in fan-based marketing - constantly experimenting + improving as we go
- Innovation - Although it may seem like we have a crystal ball of fan-based marketing - the truth is, together with our partners, we're deciding where the industry is going + building the necessary tech
- Teamwork - We're always collaborating. Our deliberately diverse team brings multiple perspectives and skillsets to our partners' internal teams, helping with everything from strategy to execution
Company HQ
Mount Pleasant, Vancouver, BC
Articles
Leadership
Darshan Kaler
(CEO)Prior to founding Tradable Bits, Darshan Directed the team that built the communications network for Canada's Olympic Games through Bell Canada. Before the Games, Darshan led the growth of a Broadband service provider in Canada and was CTO of Primus Telecommunications.
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