HeyOrca!

As a Customer Experience Manager at HeyOrca, your goal will be to make our customers successful and go above and beyond to delight them. We are looking for someone who can empathize with our users and generate goodwill with every customer interaction. You will be working with key customers every day to become their trusted advisor.
If you are passionate about helping people succeed and have excellent written and verbal communication skills, we would love your help in taking care of our customers!

We?re a growing startup and so no two days are ever the same. This provides you with experience that goes far beyond customer service, but here are some tasks that you will be specifically responsible for day-to-day:

• Familiarizing yourself with the HeyOrca application and keeping up with the ever-changing social media landscape.
• Using your superior interpersonal skills to help customers via email, phone, and our in-app messenger to ensure they are having a great experience.
• Establishing a trusted/strategic advisor relationship with customers and driving continued value from our products and services.
• Own assigned accounts and create a success plan tailored to individual customer accounts.
• Collaborating with our development team on technical issues brought up by our customers.
• Categorizing support tickets and interactions to identify trends for ways to improve the product and overall support workflow.
• Summarizing product feedback from customers and relaying it back to the larger product team.
• Writing help documentation about the product to help users help themselves.
• Working with the Customer Experience team to grow and develop best practices that ensure customer success!
• Go above and beyond to be the champion and voice of a client.

Experience: 1 to 5 years experience in a similar role

Language: English

Degree or Diploma in Business, Marketing, Education, or related field of study/equivalent working experience.

Past experience in customer success or account management.

Experience in social media and/or social media management would be an asset.

SaaS experience would be an asset.

You?re process-driven with the ability to think in terms of scale and rely on data to make decisions.

You thrive in a multitasking environment and can adjust priorities on the fly.

Skills

Customer Support, Customer Success, Ticket Management, Social Media Marketing, Experience with Intercom or Ticketing System, CRM, Relationship Building

HeyOrca was founded to answer a simple question:

How can we make planning and collaboration seamless between marketing agencies and their clients?

With a little creativity and a TON of hustle we’ve built the ultimate sandbox for social media planning, collaboration, and approvals.

Read more about us at: https://www.heyorca.com/careers

A little bit about the team

We're a team of 22 from 7 different countries based in the oldest city in North America - St. John?s, Newfoundland.

We place great trust in each other to make the best decisions for the company.

As a startup, we are constantly learning and every small win is a source of motivation.

If you want to play a huge part in shaping how top agencies around the world collaborate with their clients, we think you'll enjoy working with us :)

It's not going to be easy - but you will grow and have more fun than you have ever had!

Perks and benefits

Competitive salaries

Opportunity to participate in company stock option plan

RRSP Matching contribution

Health and benefit coverage

Company issued phone and laptop