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Junior Customer experience specialist 🇺🇸

CDI
New York
Salaire : Non spécifié
Télétravail non autorisé

PlayPlay
PlayPlay

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Descriptif du poste

PlayPlay is the video creation platform that enables marketing and communication teams to turn any message into a memorable video.

Since 2017, PlayPlay has been growing exponentially: 

2500+ large and mid-sized companies across the globe (including two-thirds of the CAC40)

230+ employees in Paris, New York and Berlin;

65 M$ raised (series A and B);

Member of the French Tech 120 and recently ranked #26 in the Top100 rising B2B Scale-up in Europe by Sifted!

PlayPlay is the company for you if you want to:

🌱 Join a scale-up that allows you to invest in multiple projects and benefit from evolution opportunities

🚀 Work on a product loved by our customers (68+ NPS) and in constant improvement

🤝 Learn from great colleagues in a positive work environment that thrives on ambition, drive, humility, transparency, and teamwork (our 4.6/5 rating on Glassdoor is proof of that!)

🎉 Enjoy activities organized by the Happiness team (Music Quizzes, concerts, seminars, etc.)

💻 Work in a hybrid model remote/office and have additional four weeks of full-remote per year (overseas is allowed in any country with a time difference of 3 hours or less)

We are backed by investors such as Insight Partners (HubSpot, Twitter), Balderton (Revolut, Aircall) and Point9 (Loom, Zendesk) who are helping us become the global leader in video creation. And to achieve this, we are looking for the best talent in the market!

Read more about "The 100 good reasons to join PlayPlay":

In French https://bit.ly/3OsuHdX

In English https://bit.ly/3O88yBO

In German https://bit.ly/3Qqt0Q5 

YOUR MISSIONS 💪

Managing customer support:

  • Take charge of all of our users’ requests on the CRM (intercom and moving to Zendesk in 2023)
  • Provide quick and customized operational solutions following our SLAs. 
  • We make sure the first reply is sent less than 1 minute after the request, with an avg 90-sec response time and 30 minutes closing time, to ensure the best experience and quality customer support.
  • Offer video expertise to users, whether it is advice on video elements to choose from or reviews & feedback on final projects.
  • Optimizing the support service offer:

  • Detect customer/user needs to help and inspire content creation, create Help Center articles, inspirational videos, video templates, webinars or add new music.
  • In addition, last year, the CX team did (2022): +25 webinars, +45 articles, +70 video templates +125 music.
  • Be a force in bringing forward optimization proposals on existing processes.
  • Working in collaboration with the teams:

  • Create loyalty content for our users (video expertise, market expertise, articles on video trends...).
  • Detect common user errors or product confusion and make recommendations for improving the product (20% of conversations)
  • Detect new needs and qualify them with the user before passing them on to the Product team (10% of conversations)
  • Participate in workshops and projects to develop the platform.
  • Developing expertise and helping expand the scope of the team:

  • Test assignments and projects in different areas of expertise and choose the one that suits you best to develop
  • Key elements on the job : 
  • Your team: Your team: You are joining the growing US Customer Success team of 2, which works in parallel with the EMEA Customer Success and Customer Care team, which is a large team of 35. You will report to the Country general manager US and have operational support from the Manager of Customer Care in EMEA (Paris)."
  • REQUIREMENTS 🎯

  • Good communicator: You have genuine interpersonal and excellent oral and written communication skills.
  • Empathetic: You can understand and empathize with your client's difficulties and give them personalized advice to help them.
  • Creative: You know how to propose and implement impactful ideas and can work in the multi-project mode.
  • Problem-solving skills, you are also very Dynamic, dedicated, and organized and have a team-oriented approach.
  • Interest in the tech environment
  • WHAT WE OFFER🚀

  • An opportunity to join a fast-growing scale-up!Competitive salary + bonus scaled to your experience.
  • 25 days of PTO.
  • 401k plan with full matching for 3% full and half matching for an additional 2% (available after six months at PlayPlay).Medical, Vision, and Dental Insurance Plans (covered 100% for you and 50% for dependents).
  • Please know that this role requires coming on-site 3 days a week in our NYC office.
  • Our address: 154 W 14th St, New York, NY 10011, United States
  • The estimated salary range is $60,000- $70,000
  • Compensation decisions within the range depend on each case's facts and circumstances, including but not limited to the individual’s skills, experience, and qualifications.
  • A discretionary performance bonus may be provided as part of the total compensation package in addition to company-paid medical and other benefits.
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