Discover
The Opportunity
At HeyOrca, we are building a sandbox for marketing agencies to get their content reviewed and approved by their clients. We believe that the best agencies are the ones that involve their clients at critical junctures of the content creation process. HeyOrca exists to help these agencies, by providing the best agency-client collaboration experience.
We're looking for someone who loves interacting with people and is a natural relationship builder. If you love problem solving and obsess over the details, this could be the perfect role for you!
What you'll do
Responsibilities
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 client 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
What you'll need
Qualifications
- Experience: 1 to 5 years experience in a similar role
- Proficient in written and verbal 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.
Look for yourself
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A little bit about us
HeyOrca!
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
Are you interested?
Work With Us
A little bit about the team
We're a team of 17 from 7 different countries and are based in the oldest city in North America.
We place great trusts in each other to make the best decision for the company.
As a startup, we are constantly learning and every small win motivates us to keep going.
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!
Some quotes that we live by:
"Make Something People Want"
"If you want to go far, bring others along the journey"
"Keep your eyes on the stars and your feet on the ground"