Bulletin helps entrepreneurs build the business of their dreams. Our wholesale marketplace connects independent retailers with the best brands on the planet, and powers local retail in both the U.S. and Canada. As a member of the team, you'll possess unwavering support and respect for the small businesses in our growing community, and work every day to build accessible solutions for the incredible customers powering our two-sided marketplace.
Bulletin is seeking a Customer Experience Manager to spearhead customer success for Bulletin and it’s growing wholesale community. We are seeking candidates who are positive team players, hungry for the start-up experience, are extremely detail and logistics oriented, and have excellent written communication skills.
This is a management role but you’ll also be customer-facing. You will oversee our Customer Success Associates while also managing inbound customer requests and questions via Zendesk. You will share the voice of the customer to the broader team and relay support issues, ticket patterns and trends, and qualitative customer feedback with the Executive team and Product team to help us prioritize our roadmap and best serve our community. This role has major growth opportunities within the company. Come join us! We can’t wait to meet you.
Responsibilities:
Communicate with brands and retailers within the Bulletin network
Learn the ins and outs of Bulletin’s platform and understand both the brand and retailer user experience
Voice of the customer; represent the customers in our weekly team meetings
Manage our Customer Experience Associates and help run support for all brands and retailers
Hold weekly and monthly check-ins with your squad of Customer Associates to provide management support, collect feedback and help your team prioritize the right tickets
Help our Customer Associates in maintaining our Help Center, creating new articles, and making sure users are finding the information they need
Triage issues as they are reported by users and the team
Support Accounting Team with brand payouts and retailer charges
Work with Product and Growth teams to develop customer success initiatives through data-driven algorithms and strategy
Log, document and categorize support tickets in Zendesk and share highlights in weekly team-wide meetings to flag high priority/urgent issues or bugs and circulate user feedback
What we’re looking for:
Passion and empathy for the customer and your colleagues
2+ years in customer success or customer support helpful
A clear and strong communicator and can work cross-functionally across multiple teams
Management experience helpful
A problem-solver who uses challenges as an opportunity for growth and career development
Excited by a fast-paced, iterative work environment
Tech savvy and detail oriented
Strong sense of urgency and ability to escalate issues
Passionate about providing a white glove customer experience
Impeccable written communication skills
Used to thinking three steps ahead of issues and concerns
Ability to de-escalate, troubleshoot with and support disgruntled customers with grace
Experience with Zendesk or a similar support tool
Bulletin
