Become a Customer Experience Manager at Loganix
Loganix is composed of young, talented, and hardworking people from every part of the world. Our entirely remote team (work from anywhere, literally) is not only our advantage but the secret to our success since 2010. Bringing diverse voices, experiences, and world views have made Loganix sought after for projects like Allstate, Freshbooks, FedEx, Foodora, Shopify, and many other exciting, successful businesses.
Our team’s growth and happiness is our priority:
- Always industry competitive compensation based on experience.
- We want to help you pay for conferences, classes, coaching, and certifications.
- Flexible work hours, so you can work when you’re most productive.
- Earned PTO to explore the world or enjoy some R&R.
- We’re invested in your financial future, with profit sharing.
The Who/What/How
You will set the bar (and continue to raise it) for customer service at Loganix. Any interaction with customers, be it via a ticket, order, social media, or email, it’s up to you to take our company values and founder vision and implement it company-wide with anyone who is interacting with the public.
At Loganix, our customers value their time, trust/transparency, ease, and, like anywhere else, a high-quality deliverable. It’s your job to make sure we are mindful of this and proactively delivering on all these points.
Day to day, you will provide frontline customer service to potential and existing customers. Suggest suitable products and services to help customers achieve their ideal outcome. You will serve as a liaison between the client and our fulfillment team, relaying important order and sales information from one to the other.
You will feel comfortable jumping on a video call with a client and trying to match their ideal outcome with the right product. While this is not a sales role, every day, we are asked for recommendations from old and new customers, and thus it’s important that this role can answer SEO-related questions proficiently.
Responsibilities
Review new tickets and reply to client queries within an hour of receiving them.
We will rally around you to make sure you provide timely and exceptional customer service.
Daily you will receive questions about our products and be asked which will suit their needs or goals and be able to produce a thoughtful sales-oriented reply.
Occasionally new leads will come through where you don’t know the answer, and you’ll be responsible for connecting them with the appropriate team member’s calendar link.
You’ll also be tasked with monitoring our phone line, and answering and returning voicemails.
You would be responsible for monitoring a new live chat tool.
Review customer order inquiries, source the answer to their questions, and reply within an hour of receiving the message.
Loganix Brand Champion: Take the founder’s vision, company values, and culture, and set the tone and expectation company-wide.
Loganix has never hired for this responsibility, and thus you’ll largely be laying the foundation for what customer service should be at Loganix. Including how we define it, promote it internally, and track and improve it in and outside our dashboard.
You’ll be in charge of creating and delivering swag and other thoughtful gestures to customers.
We will receive good and bad reviews on public profiles on occasion. You’ll be in charge of quickly replying to all of them.
Finally, soliciting feedback from customers and measuring and monitoring sentiment are all things we are eager to start doing more of.
Qualifications
More than 3 years of experience in web-based customer service.
A proven track record of building customer experiences, measuring happiness, and working across multiple departments to champion initiatives.
More than 1-year experience managing team members.
Knowledge:
Possess intermediate knowledge of digital marketing and SEO. You’ve worked inside an SEO company before and/or were/are an active practitioner of SEO. Meaning you could take a beginner to intermediate SEO test and do well.
Proficient in Google suite of tools (docs, sheets, drive, etc.) and communication tools like Slack and Asana.
Let's create an amazing future together
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