Customer Engagement Expert - 2022

COMPANY INTRODUCTION:

Tiger Pistol, the most award-winning collaborative advertising platform, makes high-performance social advertising simple and scalable for clients and their partners, removing the barriers to customer acquisition, sales growth, and partner loyalty. Tiger Pistol's Collaborative Advertising Platform™ utilizes advanced technology and automation to unite enterprise brands, resellers, or agencies with their partners to acquire and engage new customers within their local communities. As a Meta (formerly Facebook) Business Partner, Tiger Pistol is the largest third-party publisher of collaborative social ads in the world, supporting clients in 22 global markets with more than 700,000 campaigns published annually.

Tiger Pistol employees live our best collaborative life, with accountability, empathy, transparency, passion, and boldness.

Curious? Ambitious? Every day at Tiger Pistol is a chance to succeed.

JOB DESCRIPTION:

As a Customer Engagement Expert, your patience, good listening skills, attention to detail, and overall positive presence are at the core of your character, and the foundation for providing an outstanding customer experience. You're our number one brand ambassador. With an undivided focus on the customer, you offer support via email replies helping to resolve customer service issues with ease. By working with both internal and external customers, the Customer Engagement Expert's expertise and communication skills are called upon and refined daily. Behind the scenes, you demonstrate your knack for organization and efficiency, managing office activities and procedures. This position can be in Austin, Cleveland, or a remote-based position.

Responsibilities:

• Providing email support for clients, users, and advertisers using our technology, building sustainable relationships and trust through open and proactive communication.
• Solves emergent issues and puts the customer at the center of every interaction.
• Responsiveness within established service levels and with a high degree of professionalism.
• Maintains adherence to ticket service level agreements.
• Delivering accurate, valid and complete information on Tiger Pistol systems and Social Advertising best practices using the right methods and tools.
• Training platform users and end advertisers on product features and social advertising best practices.
• Escalating issues in an appropriate manner through internal processes.
• Keeping accurate records and documenting client service actions and discussions.
• Actively contributing to internal process improvement initiatives
• Actively participating within your team, ensuring as a group you are achieving your individual and team KPIs.

Requirements:

• Detailed oriented, self-motivated, and highly organized
• Genuine care for clients and a passion to deliver positive client experiences.
• Confidence and poise under pressure, particularly when working through challenging and or sensitive client issues.
• Ability to show initiative, work independently, and prioritize work appropriately.
• Ability to think critically and objectively.
• Excellent written and verbal communication skills.
• Results and team-oriented attitude.

PREFERRED EXPERIENCE:

• SaaS and/or Social Media advertising experience.
• Experience with helpdesk software such as Salesforce Service Cloud.
• Past success providing chat support, handling more than one conversation at a time.
• A Bachelor’s degree with 1-3 years experience.

WHAT TIGER PISTOL OFFERS

• Secure foundation with continuous year-over-year company growth
• Access to an exceptional development team
• Autonomy with accountability
• Freedom to create, without the fear of failure limiting vision or holding back your advancement
• An empathetic culture committed to identifying and understanding the wants, needs, and viewpoints of others
• Collaborative environment to produce exceptional outcomes - where the sum of our efforts is greater than the parts
• Communication with full transparency, truthfulness, and respect
• Passion for supporting our clients, innovating our offerings, growing our business, developing our team members, and bettering our communities
• Company-paid medical, dental, vision, and life insurance
• Competitive salary & 401K
• 20+ days of PTO and 10 paid holidays
• Matching philanthropy contributions, paid volunteer days, and mentorship opportunities
• Flexible work from home policy

Feeling passionate about the job description you just read? Even if you don't feel that you meet every single requirement, we still encourage you to apply. We're eager to meet people that believe in Tiger Pistol’s mission and can contribute to our team in a variety of ways – not just candidates who check all the boxes.

Tiger Pistol is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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