Emploi posté(e) par Do Something
Publié le : 17 janv. 2014
Reports to: Digital Engagement Manager
We love our members. 2.5 million young people take action with us everyday and we want to make sure they have a baller experience each and every time. Whether its via Twitter, email, SMS or in person - our top priority needs to be offering them a highly personalized member support experience.
You're core role is to be the energetic and passionate voice in the organization that strategizes, executes and advocates for amazing member support.
You're in charge.
Sync and execute on all daily inquiries from our members, responding to our members in a timely, fun, empathetic and DoSomething way
Work closely with our social media and SMS community manager to develop a cross-platform strategy, making sure all member inquiries are synced and resolved
Set up efficient workflows for looping in staff members to get the right answers from the right people while keep our personal tone intact (never being afraid to point a member to a staffer's twitter account)
Manage our third party conversation tool, ZenDesk
This tool will come with an out-of-the-box FAQ / Help Center. You own the content and using the data on its performance to constantly improve them
Make recommendations on what needs to be built out in the tool to make our member support workflow better
Build out a strategy for appreciating andwowing our members on a scalable level
Everything from hand-written thank you notes to phone calls to surprise events at their school -- think through opportunities to make our members feel super appreciated and want to do more campaigns
This is a huge opportunity to bring your creativity to the organization
This will include building out a volunteer program to assist in member appreciation and support
We love rewarding and incentivizing our members to take more social good actions
You will manage our scholarship program, selecting applicants and organizing their scholarship surprise moments
You will also aid our marketing team in our incentives strategy thinking through what sweet freebies we can offer our highly active members
We will look to you to understand what our users are saying about our product directly and indirectly so that we can make what we offer better
You will do all reporting on user support, sharing with the staff all the awesome insights you've learned from talking to our users about what they like, dislike, are confused about, etc.
You will also be doing active brand monitoring, scanning message boards and actively seeking out issues, complaints and feedback from our members (or potential members)