Customer Success Manager at Bulletin
About the role
Bulletin helps entrepreneurs build the business of their dreams. Our wholesale marketplace connects independent retailers with the best brands on the planet, and powers local retail in both the U.S. and Canada. As a member of the team, you'll possess unwavering support and respect for the small businesses in our growing community, and work every day to build accessible solutions for the incredible customers powering our two-sided marketplace.
Bulletin is seeking a Customer Experience Manager to spearhead customer success for Bulletin and it’s growing wholesale community. We are seeking candidates who are positive team players, hungry for the start-up experience, are extremely detail and logistics oriented, and have excellent written communication skills.
This is a management role but you’ll also be customer-facing. You will oversee our Customer Success Associates while also managing inbound customer requests and questions via Zendesk. You will share the voice of the customer to the broader team and relay support issues, ticket patterns and trends, and qualitative customer feedback with the Executive team and Product team to help us prioritize our roadmap and best serve our community. This role has major growth opportunities within the company. Come join us! We can’t wait to meet you.
Communicate with brands and retailers within the Bulletin network Learn the ins and outs of Bulletin’s platform and understand both the brand and retailer user experience Voice of the customer; represent the customers in our weekly team meetings Manage our Customer Experience Associates and help run support for all brands and retailers Hold weekly and monthly check-ins with your squad of Customer Associates to provide management support, collect feedback and help your team prioritize the right tickets Help our Customer Associates in maintaining our Help Center, creating new articles, and making sure users are finding the information they need Triage issues as they are reported by users and the team Support Accounting Team with brand payouts and retailer charges Work with Product and Growth teams to develop customer success initiatives through data-driven algorithms and strategy Log, document and categorize support tickets in Zendesk and share highlights in weekly team-wide meetings to flag high priority/urgent issues or bugs and circulate user feedback What we’re looking for:
Passion and empathy for the customer and your colleagues 2+ years in customer success or customer support helpful A clear and strong communicator and can work cross-functionally across multiple teams Management experience helpful A problem-solver who uses challenges as an opportunity for growth and career development Excited by a fast-paced, iterative work environment Tech savvy and detail oriented Strong sense of urgency and ability to escalate issues Passionate about providing a white glove customer experience Impeccable written communication skills Used to thinking three steps ahead of issues and concerns Ability to de-escalate, troubleshoot with and support disgruntled customers with grace Experience with Zendesk or a similar support tool
Why you should join Bulletin
Bulletin helps entrepreneurs build the business of their dreams. Our wholesale marketplace connects independent retailers with the best brands on the planet, and powers local retail in both the U.S. and Canada. As a member of our team, you have unwavering respect for the small businesses in our growing community, and work every single day to build accessible solutions for the incredible customers powering our two-sided marketplace. You'll wake up knowing that your work matters, and that real, hard-working people - business owners, dreamers, risk-takers and creators - directly benefit from that work every single day. We're backed by Y Combinator, Kleiner Perkins, and Foundation Capital, and we're thrilled to meet you.