Job Opportunities in United States
September 9, 2024
Kinship
Denver
FULL TIME
Customer Success Associate (Remote)
Kinship and Science & Diagnostics are divisions of Mars Petcare—and are dedicated to one purpose: creating A BETTER WORLD FOR PETS™. Through comprehensive veterinary care, nutrition, breakthrough programs in diagnostics, wearable health monitoring, DNA testing and pet welfare, our 100,000 Petcare Associates help pets in more than 130 countries.
Customer Success Associate - Operations, Application Support
ABOUT US
Kinship's mission is to support, educate and engage pet parents at every step along their journey as a single source of truth for pet care via expert advice, curated, customized content, and 24/7 access to licensed veterinarians, nutrition and behavior experts. We currently operate under a house-of-brands structure, with Kinship being the behind-the-scenes force that owns and drives our four consumer-facing brands: Adopt-a-Pet (adoption platform), The Wildest (content site with expert health, behavior, nutrition, etc advice), and The Kin (televet chat/app, record storage, personalized recommendation, Pet Exec (empowers organizations of all sizes to dedicate more time to what truly matters – pets)
TEAM DESCRIPTION:
The Customer Success Associate - Operations, Technical Support Specialist plays a crucial role in ensuring a seamless user experience for Adopt a Pet. The responsibilities will include providing technical assistance, troubleshooting issues, maintaining documentation, and collaborating with cross-functional teams to deliver exceptional support. This position is the primary point of contact for users seeking help with the platform, resolving their inquiries and concerns in a timely and efficient manner.
RESPONSIBILITIES
- Provide technical support: Assist users with technical issues, inquiries, and concerns related to Adopt a Pet, Rehome, and Shelter Dashboard.
- Manage support tickets: Efficiently handle and resolve support tickets through Zendesk, ensuring timely responses and accurate documentation.
- Troubleshoot technical issues: Diagnose and resolve technical problems faced by users, providing effective solutions and guidance.
- Maintain knowledge base: Update and maintain technical help center articles and macros to provide users with self-help resources.
- Collaborate with teams: Work closely with the CX, T&E, and other support teams to ensure a positive user experience and share insights.
- Create and manage JIRA tickets: Create and manage JIRA tickets, communicate with stakeholders, and provide necessary documentation.
- Conduct post-launch testing: Test the site after launches to identify and address any technical issues.
- Support Social Media community engagement
TECHNICAL SKILLS
- Excellent communication skills: Ability to effectively communicate with users through various channels, including email, phone, and chat.
- Curiosity and a drive to learn: A curious approach to troubleshooting, exploring different avenues and thinking creatively to find solutions.
- Problem-solving skills: Strong problem-solving abilities to diagnose and resolve technical issues efficiently.
- Customer service orientation: A commitment to providing exceptional customer service and building positive relationships with users.
- Attention to detail: Meticulous attention to detail to ensure accurate documentation and issue resolution.
- Organization and time management: Ability to manage multiple tasks simultaneously and prioritize workload effectively.
- Adaptability: Flexibility to adapt to changing technologies and processes.
- Technical documentation skills: Ability to create clear and concise technical documentation.
- Teamwork: Strong teamwork skills to collaborate effectively with colleagues.
- Understanding of CX principles: Basic understanding of customer experience principles and best practices.
COMPENSATION
The salary range for this position is $65,000- $70,000 annually, commensurate with experience.
WHAT YOU CAN EXPECT FROM US:
- Opportunities to impact and grow the business on a day to day basis
- Dog-friendly workplaces
- Medical, dental, vision, 401k match, and pet benefits for Full-Time Employees and their families
- Unlimited paid time off for Full-Time Employees
- Hybrid work environment
- Parental leave for the birth or adoption of your new human child (and fur baby) for Full-Time Employees (adhering to our policy)
- Discounts on pet products, services, nutrition and veterinary wellness plans
- An extensive onboarding program with a chance to meet leaders across our divisions
Kinship is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.
Note to Search Firms/Agencies:
Kinship does not compensate search firms for unsolicited assistance unless they have a written search agreement with Kinship and the requisition is position-specific. Any resumes, curriculum vitae, and other unsolicited assistance from search firms that do not have a written search agreement or position-specific requisition submitted to any Associate of Kinship will be deemed the sole property of Kinship and no fee will be paid in the event the candidate is hired by Kinship.
We regret to inform you that this job opportunity is no longer available
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