Customer Success Agent

 

ABOUT FYI:

FYI (https://fyi.me) is the world’s first tech platform that gives creatives the dedicated collaboration tool they deserve, by providing a secure platform that helps your team to Focus Your Ideas.

At FYI, because we believe creativity is the most valuable currency of humankind, we challenge the world to realize our collective creative potential.

FYI is the trusted app for creators of all kinds to be more productive, collaborative, and creative. Join the Movement.

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JOB DESCRIPTION: (Customer Success Agent)

FYI is looking for a customer success agent to provide our users with excellent support, including diagnosing and triaging issues and consolidating customer feedback for the greater FYI team, and account management, including serving as the main point of contact for key accounts to ensure their success.

The ideal candidate must be customer success oriented, collaborative and creative, and eager to make an impact at a fast-growing company. They will advocate on behalf of the customer and take a team-based approach to help customers succeed.

This role will report into the CXO and must be able to commute to and work in person at our office in Hollywood, CA.

AREAS OF RESPONSIBILITY:

The primary responsibilities include, but are not limited to:

• Respond to customer queries via multiple channels such as Zendesk, adhering to a 24-hour SLA for all customers
• Address customer complaints and resolve issues to their satisfaction
• Create a CS feedback loop to inform the larger business of the voice of the customer to influence their work
• Work closely with the Product & QA teams to report and escalate product issues impacting customers
• Develop and maintain strong relationships with key accounts, serving as their primary point of contact within the company
• Conduct regular business reviews with key accounts to assess their satisfaction levels, identify areas for improvement, and present solutions to address their needs
• Monitor our social media channels and escalate the need for support as necessary
• Maintain accurate and up-to-date customer records via Zendesk

SKILLS AND QUALIFICATIONS REQUIRED:

• Minimum 2-3 years of customer success and/or account management experience
• Proficiency in customer service, project management, and spreadsheet applications
• Track record of working cross-functionally with multiple teams
• Ability to demonstrate a strong sense of ownership
• Success in identifying gaps in the current program and demonstrating creative ways to affect change/suggest enhancements
• Ability to anticipate customers’ needs and act accordingly
• High school diploma required
• Associate degree preferred
• Zendesk experience preferred

Contact: Careers@fyi.fyi

Job Type: Full-time

Pay: $80,000.00 - $90,000.00 per year

Benefits:

• Health insurance
• Paid time off

Experience level:

• 2 years

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Ability to commute/relocate:

• Los Angeles, CA 90038: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

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