Customer Support Advocate

Job Details

Who We Are:

We are a tech-enabled growth firm at the intersection of marketing, consulting & data intelligence igniting revenue and brand recognition for leading and emerging companies around the world. As a people-first firm, we value diversity in backgrounds and experiences. We strongly believe our people and culture are key to our success. Our vision is to be recognized as the most valued and respected private growth marketing firm in the world with a scalable brand, culture and services.

As a full-service growth marketing firm, we offer best-in-class services including: SEO, Content Marketing, Paid Media, Social Media Marketing, Programmatic + CTV, Public Relations, Influencer Marketing, Email + SMS, Conversion Rate Optimization, Retail Marketing, Creative, and Web Development. Here at Power Digital, we are hyper-focused on helping brands drive revenue growth and brand recognition, ultimately driving irrefutable value for our clients.

At the heart of Power Digital is our proprietary technology, nova, which analyzes businesses through first-party data, simplifying investment planning for marketing and diligence in M&A putting marketers in a strategic seat at the table and providing value in unparalleled ways.

Managing billions in media, our dynamic team of consultative marketers, creatives, analysts and technologists challenge traditional ways of planning and measurement through meticulous testing and data science across each milestone of the customer journey.

***Proficiency in spoken and written English at an advanced level is required for this role.

***This is a contract position with the intent to hire as a full-time employee in 30-90 days after start date.

A day in the life:

• The Customer Support Advocate is responsible for providing customer support primarily by email and telephone and delivering exceptional service to create and retain loyal lifelong customers. The ideal candidate is patient, flexible, and enjoys interacting with customers to help resolve issues while building brand loyalty. They will work in a fast-paced environment requiring the ability to maintain a calm and professional composure at all times. This person will report to the eCommerce and Digital Marketing Manager and work closely with other functional team members to ensure we are building the best experience for our customers.

Responsibilities:

• Be the first line of support for our partner s customers, ensuring that the purchase and post-purchase experience for each customer is positive and meets our partner s customer first standards, including delivery of professional customer support with on-brand messaging
• Track and meet key performance metrics such as quick response time, average tickets closed per hour, and customer satisfaction
• Tag and analyze customer feedback Inform manager of trends and patterns from customer inquiries
• Serve as a brand ambassador on the front line with our customers via multiple channels including phone, email, SMS, and on-site reviews
• Work directly with the team to give detailed analytical feedback on performance of processes to improve upon key business opportunities highlighted by customers

Role Requirements:

• 2+ years of experience in a customer-facing environment
• Effectively communicates with people, tackle problems, and be part of the team
• Has and presents an upbeat and positive attitude
• Works effectively in a fast-paced environment with previous startup experience strongly preferred
• Tracks trends and data and presents to the manager to help improve customer retention
• Parent-Friendly: knows how to talk with and support busy parents and understands kids needs
• Familiar with Google Workspace (formerly G Suite) and its collection of tools as well as Dropbox, Gorgias, Facebook, Instagram, and Shopify preferred
• Experience delivering exceptional service across email, chat, SMS, and phone channels

Power Digital s people and culture are at the core of our success, which is why diversity in our team s backgrounds and experiences are paramount. We are an Equal Opportunity Employer and our employees are people with different strengths, experiences, and backgrounds, who strive to make an impact inside and outside of the workplace. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion and many other parts of one s identity. All of our employees points of view are key to our success, and inclusion is everyone s responsibility.

Please be aware of fictitious job openings, consulting engagements, solicitations, or employment offers from suspicious sources. These engagements may be an attempt to obtain private information, or to induce you to pay a fee for services related to recruitment or training. Power Digital does NOT charge any application, processing, or training fee at any stage of the recruitment or hiring process. All genuine job openings will be posted on our careers page at If you have any doubts about the authenticity of any messaging behalf of Power Digital, please send us an email at ...@powerdigital.com before taking any further action in relation to the correspondence.

 Power Digital

 05/28/2024

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