What You Will Be Doing
- Engage with customers via our omnichannel support including phone, social media, email, and chat to resolve issues they may be experiencing with our product
- Offer solutions to questions they have regarding our subscription plans
- Consult on best practices on how to effectively use Issuu to achieve their desired outcome
- Maintain and improve the content on our Help Center
- Find ways to optimize for Solvvy, our AI technology that serves relevant help center articles to questions asked by our customers
- Work cross functionally with members on Product, Engineering and Marketing teams and provide examples of customer stories and experiences to help improve the customer journey
What You Bring With You
- Outstanding people skills and proven ability to solve complex customer issues (ideally through previous customer support experience)
- Be passionate about support, and want to improve the support provided by any organization they are in, taking it to the next level
- Have great writing skills - the ability to explain complex problems clearly and concisely, with patience and empathy
- Be an excellent communicator, fluent in written and spoken English (as you will have to present to the rest of the team and company at various points). Bonus points for (written) fluency in Spanish
- Be extremely web savvy and a proactive learner, with experience using web tools such as Zendesk (or other type of Support system), Solvvy and major social media platforms
- Have excellent problem-solving skills, with a strong inclination to conduct research in order to find creative solutions
- Be calm and courteous under sometimes hectic situations
- Be a team player who enjoys sharing knowledge and collaborating with other team members
- Be able to work independently and stay focused and motivated under most conditions
The Impact You Will Have
- Your interactions with customers affect the way they interact with Issuu and their decision to stay on as customers of ours.
- You directly influence how often they will engage with the product and what tools they can use to achieve their desired outcome.
- Your interactions contribute to our revenue growth, our net new revenue, and the reduction of churn with each interaction, every single day.
What You'll Get
- Competitive compensation package
- Meaningful equity in a profitable growth-stage company
- Health and dental insurance
- Flat structure – every opinion matters regardless of team or position
A truly modern media company, Issuu gives anyone with digitally bound content the ability to upload and distribute their publications worldwide. In just minutes. And as often as they’d like. Each day, more than 20,000 newly uploaded publications become instantly available to active readers around the world who use Issuu’s site and mobile apps to discover and engage with what they love, from magazines, newspapers and portfolios, to catalogs, DIY guides, community programs and more. Creators everywhere choose to publish on Issuu because they get what they need to grow, including collaboration tools, advanced analytics, and the ability to charge for publications. And their readers are rewarded with the absolute best reading experience possible — regardless of device or platform.
Want to learn more about Issuu? Visit Issuu's website.
Innovative, fast-paced, challenging.. we're everything you want in a workplace.