Customer Happiness Specialist
il y a 2 semaines
**Your mission**:
Yes, that's right: Customer Happiness. We don't like to call it customer 'success' or 'support', since this role covers so much more than that. Do you have **strong customer service skills** and a **creative mindset**? You might be exactly the person we are looking for
You'll work closely together with both our product and marketing team to strive for a constant improvement of our product and services and help spreading the word of the TinkerList products, aiming for world domination
As a Customer Happiness Specialist, you will:
- Mainly focus on **creating digital content for onboarding & training purposes** like instructional videos, infographics, documentation and webinars.
- Communicate with users about product updates or new features on a regular base, working closely together with the marketing team.
- Elevate customer happiness by providing excellent **onboarding, technical support and personal** service to our customers.
- Detect areas for **support automation** as much as possible, by improving existing workflows and documentation, aiming for the perfect balance between self-service onboarding & training and a personal approach.
- Act as a consultant by suggesting **improvements on existing workflows and documents** by advising the ideal setup in our platform and help bring live content creation to the digital era.
- By doing so, **become an expert in the field of our products** and a trusted person for advice and support.
- Identify **customer issues and bug reports** by finding the source of the problem and look for prompt and appropriate solutions.
- Communicate with your colleagues of the development team regarding current or ongoing issues and follow-up on finding solutions.
- Ensure a constant evolution of our product and services by **detecting areas for improvement** by looking at the data of customer requests/questions and participating in feature or product brainstorms.
**Your profile**:
- You've done this before for at least 1-2 years, whether it's as an employee, self-managing or internships, ideally in a technical or SaaS/start-up environment.
- You have excellent verbal and written communication skills in English. Knowledge of other languages is a big plus.
- We call this Customer Happiness for a reason: you are passionate about helping people and able to empathise with the specific needs and technical acuity of each customer.
- You have a client-first mindset and have excellent interpersonal skills. You get your energy from building long-lasting and trustworthy relationships with customers.
- You are a creative in a broad sense: you can write witty copy and have an eye for aesthetics. Video editing and graphic skills are a plus.
- You also know how to investigate on customer bug reports or questions and translate these issues into clear reports for your technical colleagues of the product team.
- You are organised and work with an eye for detail and you just love that 'finishing touch' that gives your work a little extra.
- You are flexible and have a hands-on mentality, while managing competing priorities in a fast-paced environment.
- You don't like to be alone on the field, but love to pass the ball to your team mates and score together.
**Important notice**: We hire people, not roles.
After reading this job description, if you feel like you don’t have all the necessary prerequisites but that it matches where you are now or what you'd like to grow into in your next position, we still want to encourage you to apply. We are growing at a fast pace and have several positions open in our agile teams.
**Why us?**:
- A full-time contract
- A competitive salary in line with your experience, skills, and knowledge
- 20 paid holidays, as well as 10 public holidays, paid sick days and parental leave, with a flexible ‘no ask, must tell’ time-off policy
- Flexible work hours and remote working
- Learning opportunities and budget for personal development and growth
- A friendly working environment where your voice is heard and taking ownership is highly valued
- A health insurance program (in Belgium) or a budget for private health insurance in your country of residence when based outside of Belgium
- A yearly team retreat that brings the whole remote team together on a secret - and mostly sunny - location, for a week filled with relaxing & teambuilding activities to strengthen our interpersonal ties.
We’re a high-growth established scaleup with big plans for the future. That means a big challenge, but also means big growth opportunities. At TinkerList, we collaborate as an international and cosy team from all over the world, working closely together in a family-like atmosphere.
This role is either remote or Belgium-based, depending on your location. If you work from Belgium, you are offered a spot at our office in De Hoorn, a creative co-work space in Leuven.
**Notice**: From a legal perspective, applicants outside of Belgium are always hired as self-empl
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