Makersplace

Customer Success Lead

Job Description

Posted on: 
February 8, 2022

MakersPlace is looking for a passionate individual to help connect and interface with digital creators and collectors, addressing their needs/concerns/questions, to better their experience on our platform. The ideal candidate will be articulate, personable and extremely competent in email and chat communication. You will have the opportunity to learn how to work in a professional environment and have ample opportunity to network with industry leaders and other professionals in the creator/blockchain community.

Responsibilities

  • Provide superior support to existing MakersPlace creators by answering incoming questions via chat, and email.
  • Facilitate the inbound creator leads.
  • Drafting creator/collector-facing material, including reporting and insights.
  • Serve as an escalation point of contact for product and service issues.
  • Investigating creator/collector problems and identifying problem sources to determine possible solutions.
  • Assisting creators with account/storefront set up.
  • Execute effective techniques to drive and contribute to creator/collector satisfaction, and maintain positive long-standing relationships.
  • Become an expert user of the MakersPlace platform.
  • Provide feedback to our Product team by communicating ideas that would improve the use of the service for our creators/collectors, as well as providing them with ideas for new functionality.
  • Implement and optimize support process to ensure scalability
  • You will hire, train, mentor and develop a dedicated team of Customer Success Managers

Job Requirements

  • Degree in the arts, communications, marketing, or public relations field. Direct experience also applicable.
  • At least three years experience working in either a customer success or customer support role.
  • Ability to work carefully and methodically to completion, even at rapid, repetitive tasks.
  • Strong knowledge of G Suite applications.
  • Outstanding written and verbal communication skills.
  • Excellent planning and organizational skills.
  • Excellent listening skills to fully understand the creator needs and frustrations.
  • Analysis, troubleshooting, and problem-solving expertise.
  • Ability to effectively prioritize and escalate customer issues.
  • Self-starter who demonstrates a high sense of ownership and can work independently.
  • Ability to adapt to change in a fast-paced environment.
  • Passion for the arts, and helping creators.
  • Experience managing a successful team.
  • Excellent mentoring and coaching skills.

Apply now

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