Customer Experience Support (full time)

Job Description

Coffee Meets Bagel Coffee Meets Bagel is a women-founded, women-led organization created to give everyone a chance at love. The sense of belonging and connectedness we get from relationships not only helps us survive, but thrive, and we’re working to make it a little easier for people to find that. We’re inspired by the stories we hear from employees, friends, and family who have used CMB to transform their lives, and you too can make a difference by joining us. Together, we can become the #1 dating app for long-term relationship seekers globally. About the role The CMB Customer Experience team (CX team) is seeking a Senior Customer Experience Associate contractor in the Philippines. This is a contract position. Ideally we are looking for someone who can work full time Tuesday - Saturday and 4-5 hours overlap with EST (9 am - 5 pm). CMB Customer Experience team's mission is to make every CMB dater interaction rewarding, easy, and pleasant. You will be responsible for serving our daters globally, across all support channels, which includes emails and social media. You will be their trusted confidant as they report issues on the app or ask questions on how they can find a better match on CMB. You will work with our QA engineers to escalate bugs, helping them spot cases, reproduce errors, and prioritize so that we can focus on the most important issues for our daters. You will work with our Product and Marketing team to escalate appropriate customer insights so they can make better decisions as they strategize & execute. You are tenacious and can wear many hats. You also love to think of new ways to get daters active and engaged with CMB and improve processes and systems.

You'll be successful if you:

• Provide 6-star customer service in all interactions with customers, primarily through Zendesk support tickets
• Think creatively about ways to optimize each customer's experience and help them be successful on CMB
• Investigate and review issues that are reported by users. Escalate issues effectively to appropriate stakeholders in the company
• Flag important customer insights to appropriate team members in the company with suggestions based on customer requests
• Demonstrate critical thinking and attention to detail

What we'd like:

• 1-2 years experience in customer service working for a global consumer brand tech company, primarily through written communication
• 1-2 years of experience working with engineers to escalate and resolve bugs
• Experience using Zendesk
• Exceptional verbal and written communication abilities
• Quick learner and adaptable to learn new processes, concepts, and skills
• Excellent organizational and time management skills
• Ability to remain neutral and review work as defined by policies and procedures and keep personal bias aside
• Fluency in English- written and spoken

Technologies you'll be friends with:

• Zendesk
• Slack
• Asana

What is it like to work at CMB? First and foremost, we value diversity, equity and inclusion . Together we all create a unique combination of backgrounds, experiences, and cultures. We have various interest clubs around books, plants, skincare, furry friends, tv shows, you name it. Whatever your quirk is, you will feel at home here. Secondly, we believe flexibility allows us to bring our best selves to work. We trust each other to get our job done on our own terms. We currently have 55 colleagues working from home in 9 different US states, 4 provinces in Canada, 3 in Singapore, and 4 in the Philippines. Lastly, we value connection . We are a collaborative bunch who care for our daters as well as our team members! We regularly organize in-person & virtual events and invest in each other's growth and wellbeing. Do these values speak to you? If so, come and join us! Apply for this job