Manager, Brand Retention & Integration

Client Support Remote


Description

Position at j2 Cloud Services

We are seeking a full-time brand manager and retention specialist who is customer-focused, motivated to learn, and will act as a liaison between the customer support and marketing departments to develop next level retention policies and procedures for improving customer satisfaction and churn.

 

The ideal candidate will have prior experience in a technical support help desk and be able to assist with help desk configurations for onboarding and managing new and upcoming brands. The ideal candidate will be self-motivating and have leadership experience to assist in building and scaling support teams around new brands.

 

RESPONSIBILITIES:

 

  • Provide next-level technical support via tickets, phone, and live chat
  • Monitor, report and review customer service agents kpi’s
  • Engage and create strategies for customer retention
  • Provide reporting to management on support volume
  • Create and manage help desk articles, and create and manage help desk rules and features for brand automation
  • Assist in future helpdesk integrations for upcoming brand inclusions.

 

REQUIRED PERSONAL SKILLS:

 

  • Excellent interpersonal/communication skills, both written and verbal
  • An ability to extend understanding and patience in stressful situations
  • Consistency with regards to organization, time management, attention to detail, and commitment
  • The ability to work both independently and as part of a team
  • The ability to adapt to change and properly resolve conflict
  • Desire to expand existing deductive reasoning and problem-solving skills
  • The ability to prioritize tasks accurately, making decisions within established guidelines and policies
  • The ability to learn new skills in a timely manner without sacrificing existing responsibilities

 

EXPERIENCE:

 

  • Technical troubleshooting and problem-solving in a work environment
  • Customer service experience in a technical support position
  • Intermediate to advanced experience with Windows, MacOS or Linux systems/software
  • Knowledge and/or use of commonly used Internet Protocols
  • Multiple social media platforms and associated applications
  • Scheduling and agent management
  • Customer retention
  • Experience with the following is strongly preferred:
    • Online Media & Streaming Services
    • Popular Filesharing Services
    • VPN
    • SmartDNS
    • Popular Social Media Platforms
    • Network troubleshooting

 #j2CloudServices
#LI-TN1