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Customer Service Operations Associate

Customer Service | Cambridge, MA | Full Time

Job Description

Position Title: Customer Service Operations Associate

Position Description:

We are seeking a full-time Customer Service (CS) Operations Associate to work closely with our Customer Service and Operations teams. The CS Operations Associate will work across the organization on customer service program management and support, reporting, data analysis, customer experience partner support, and administrative functions, as well as ad hoc projects as required. The successful candidate will maximize organizational efficiency and help Tapjoy grow through their customer focus, their strong strategic thinking and analytical abilities, and their excellent communication and project management skills: First point of contact for our external partners’ customer escalations Handle customer inquiries via email in a timely, helpful, and positive manner Identify and escalate major customer service issues to relevant teams and provide feedback on how to solve problems as needed Coordinate internal communication regarding client concerns, satisfaction levels among clients as well as advertiser and publisher account managers, and strategies for process and performance improvement Create, maintain, and improve documentation on internal processes and policies Create customer service tutorial videos, FAQs, blog entries, articles, and other support materials as needed

Responsibilities:

The successful candidate will maximize organizational efficiency and help Tapjoy grow through their customer focus, their strong strategic thinking and analytical abilities, and their excellent communication and project management skills: 

  • Act as the first point of contact for our external partners’ customer escalations 
  • Handle customer inquiries via email in a timely, helpful, and positive manner Identify and escalate major customer service issues to relevant teams and provide feedback on how to solve problems as needed 
  • Coordinate internal communication regarding client concerns, satisfaction levels among clients as well as advertiser and publisher account managers, and strategies for process and performance improvement 
  • Create, maintain, and improve documentation on internal processes and policies 
  • Create customer service tutorial videos, FAQs, blog entries, articles, and other support materials as needed

Requirements:

  • Undergraduate degree
  • 1-2 years work experience 
  • Intermediate knowledge of Business Analysis/Project Management 
  • Excellent verbal and written communication skills 
  • Highly detail oriented and organized 
  • Patient, optimistic, and resourceful in approaching customer challenges 
  • Work well independently and as part of a team 
  • Manage competing priorities and work on multiple projects simultaneously

Bonus Points:

  • Statistical and/or coding/programming skills 
  • Salesforce.com knowledge
  • Customer service experience

Tapjoy is a leading mobile advertising and app monetization company. Our platform empowers advertisers to connect with over 975 million monthly active users through value exchange advertising that drives awareness, engagement and the metrics that matter most to their overall growth. Meanwhile, companies such as Scopely, Crowdstar, Topps and many of the Top 200 grossing app publishers trust our platform to monetize their content, grow their audiences and reward their users. Founded in 2007 and headquartered in San Francisco, Tapjoy is a global organization with more than a dozen offices worldwide.

Tapjoy is an equal opportunity employer. We believe that diversity and inclusion lead to stronger, more innovative teams and better business results; we want to draw from the broadest talent pool possible and encourage qualified applicants. Tapjoy does not discriminate on the basis of sex, race, ethnicity, color, age, sexual orientation, gender (including identity and expression), disability (mental or physical), religion, national origin, citizenship, marital status, military or veteran status, or any other protected classification protected by applicable law; we will provide reasonable accommodations for qualified individuals with disabilities, and pursuant to applicable fair chance ordinances, we will consider for employment qualified applicants with arrest and conviction records.

For more information, please visit www.tapjoy.com.