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Customer Insights and Interaction Manager

Cross-Department | Los Angeles, CA | Full Time

Job Description

Customer Insights and Interaction Manager            

Imagine a world where creative play is the most valued part of childhood. This is the future Seedling is building.                        

Seedling is looking for a Customer Insights and Interaction Manager to join our team. This is an entry-level role for someone looking to bridge from a customer support or marketing career or beginning a career in product management.. The role is project based with some ongoing activities to keep our various customer touch-points and channels active, maintained and thriving.                 

Why do we need this role? At Seedling, we encourage kids to create with every tool in the toolbox, including technology. That's why we make groundbreaking products that merge tactile materials with advancing technologies, like virtual reality and augmented reality. These products are designed to help families put the child in control of the experience, and step into the role of builder, designer, creator and inventor. After all, visionaries aren't born, they're nurtured! We believe this role is crucial to the success of delivering on our promise to families.

 

Responsibilities

  • Respond to our customers who write in via our website, socials and other channels.
  • Bring a high-level of service and communications to solving any issues.
  • Answer the phone when a customer calls with a question or issue.
  • Actively collect consumer feedback via surveys, user testing, and other methods. Work with team members on various initiatives to gather and share results.
  • Implement methods for reporting trends with products or delivery to share with the wider team.
  • Communicate with team members about common customer pain points. Be the customer advocate by sharing ideas on where additional testing and updates are needed to improve the user experience.
  • Be a part of testing new customer features in our apps so you can help preemptively with better written instructions or potential post-launch customer issues.
  • Develop and maintain customer interaction guidelines including internal-focused process guides and customer-facing FAQs and product information.
  • Support sales team with customer communications about damages/exchanges, order status/tracking, and accounting coordination. Support data entry, analytics and other sales support as needed.
  • Maintain and promote a professional, friendly, confident and positive rapport with each and every customer while providing exceptional support

 

Qualifications

  • Experience in a customer-facing environment (customer service position, retail, sales, etc)
  • Excellent written and verbal communication skills
  • Able to work flexibly to manage high-volume time periods, including weekends and holidays (manage the ebb and flow)
  • Proficient with Google’s g-suite
  • Bachelor’s degree

 

BONUS

  • Entry-level product or marketing experience (internships to 2 years)
  • Experience writing surveys, gathering customer feedback or running user testing
  • Experience with project management software (like Jira) and ticket tracking software like helpscout or zendesk
  • Experience working with kids or parents
  • Experience or passion for the children’s app, toy, game or education space
  • Passion for technology (we’ll ask you about your favorite apps!)

 

PERKS + BENEFITS

  • Creative office space in the heart of Downtown LA’s Arts District
  • Excellent health, dental, and vision benefits
  • Flexible work environment to support parents’ priorities
  • Stocked Kitchen with complimentary snacks, coffee
  • Team lunch provided on Fridays
  • 3 weeks of paid vacation time