Client Services Representative
EVEN
Salary:
Gross salary
$1500 - 2000
Type:
Tiempo completo
Tags: Data Analysis Project Manager SaaS Growth
Who We Are We are EVEN, a leading music D2C platform based in the United States. We are redefining the relationship between artists and their fans by creating direct, meaningful connections. As we scale, we are looking for a systems-thinking advocate to join our team and ensure our community (both artists and fans) receives world-class support.
We are looking for a high-level Client Services Representative who sits at the intersection of empathetic support and technical strategy. You aren’t just answering tickets; you are an architect of the customer experience. You will be responsible for building sophisticated automation flows, optimizing our AI (Fin) response rates, and turning raw support data into actionable business strategies.
This job offer is on Get on Board.
Key Responsibilities
- Intercom Management: Design, build, and iterate on complex Intercom Workflows and manage the performance of Fin AI.
- Content Development: Assist in the development of help articles and product tutorials to empower users and reduce ticket volume.
- Product Liaison: Serve as a streamline between customers and the development team by reporting bugs and synthesizing product feedback.
- Conflict Resolution: Act as the primary escalation point for sensitive client and artist issues, de-escalating high-pressure situations.
- Support Strategy: Analyze support trends and Fin performance metrics to propose and implement departmental improvements.
- Project Management: Lead cross-functional initiatives with meticulous organization and clear timelines.
- Process Optimization: Audit and refine internal playbooks to ensure the team is operating at peak efficiency.
Skills & Qualifications
- Mastery of Intercom (Workflows, Series, Fin AI, and Custom Bots)
- AI flow optimization and automated resolution strategy
- High-level conflict resolution and emotional intelligence
- Data analysis and strategic reporting
- Project management (Asana, Notion, or Jira) Notion preferred.
- Advanced organizational skills
- Exceptional verbal and written communication
- Experience in high-growth SaaS or music industry D2C
Conditions
- Remote (New York - EST Time)
- Health Stipend (Included in monthly payment)
- Flexible Vacation and PTO policy
- Paid sick days
Fully remote
You can work from anywhere in the world.
Computer provided
EVEN provides a computer for your work.
Vacation over legal
EVEN gives you paid vacations over the legal minimum.
Source: GetOnBoard | Main Category: Customer Support