Customer Experience Advocate - job 1 of 2

As a Customer Experience Advocate at Postscript, your primary responsibilities include promptly responding to customer inquiries via chat and email, troubleshooting and resolving technical issues, and providing comprehensive guidance on our product features. You will also gather customer feedback to relay it to the Product, Sales, and Marketing teams, ensuring that we continuously enhance our offerings and fulfill our ‘customer-first’ value. This role is pivotal in helping customers maximize the value of SMS marketing through our platform.

To qualify as a Customer Experience Advocate at Postscript, you should have at least 3 years of experience in customer support or a similar customer success role, particularly in a SaaS environment. Familiarity with helpdesk software like Zendesk is essential, along with a solid understanding of e-commerce and marketing technology, preferably with SMS platforms. Additionally, excellent communication skills and the ability to multitask effectively are critical to thriving in this role.

Absolutely! The Customer Experience Advocate position at Postscript is fully remote, allowing you to work from anywhere in North America. We embrace a remote-first culture, empowering our team members to engage with customers and collaborate with colleagues in a flexible and productive environment, all while working east coast hours.

In the role of a Customer Experience Advocate at Postscript, you will primarily utilize Zendesk for managing customer interactions and support requests. Additionally, familiarity with platforms like Intercom and JIRA could be advantageous. A solid understanding of SMS marketing tools and related software will enhance your effectiveness in providing exceptional customer support.

Postscript is a fast-growing startup, which means there are ample opportunities for growth and career advancement as a Customer Experience Advocate. You’ll play a critical role in shaping customer interactions and product feedback, positioning yourself for future leadership roles or expanded responsibilities within the company as we continue to scale and innovate.

When addressing a challenging customer interaction, it's important to stay calm and empathetic. Outline the steps you took to understand the issue, how you communicated with the customer, and the resolution achieved. Providing a specific example demonstrates your problem-solving skills and your ability to maintain a customer-first approach, which is vital as a CXA at Postscript.

Explain your personal strategies for organization, such as prioritizing tasks based on urgency or complexity, using ticketing systems effectively, and maintaining clear communication with customers about resolution times. Stress the importance of a structured approach in ensuring that you provide prompt and effective support, aligning with the responsibilities of a Customer Experience Advocate at Postscript.

Share your knowledge of SMS marketing’s advantages, such as its high engagement rates and direct communication with customers. Highlight its significance for e-commerce, particularly how it can enhance customer loyalty, promote sales, and drive repeat purchases. This shows your enthusiasm for the Customer Experience Advocate role at Postscript.

Describe your systematic approach to learning about new products, such as utilizing training materials, hands-on practice, and seeking feedback from colleagues. Illustrating your proactive learning approach emphasizes your readiness to adapt quickly to Postscript’s evolving features as a Customer Experience Advocate.

Discuss a specific instance where you gathered customer feedback and how you communicated that to your team. Emphasize the changes made as a result and the positive outcomes for both customers and the company. This illustrates your commitment to continuous improvement and aligns with the core values at Postscript.

Discuss the customer support tools you've used, such as Zendesk, Intercom, or JIRA, and how you employed them to enhance customer interactions. Emphasizing your familiarity with these platforms demonstrates your readiness to leverage similar tools effectively as a Customer Experience Advocate at Postscript.

Describe strategies you use to maintain motivation during repetitive tasks, such as setting small goals, seeking feedback, or finding ways to improve processes. This shows your ability to sustain a high level of performance and retain enthusiasm for the Customer Experience Advocate role at Postscript, where customer satisfaction is the top priority.

Show your understanding of Postscript's unique offerings, such as its user-friendly interface, strong customer support, or integration capabilities with e-commerce platforms like Shopify. Articulating these points highlights your alignment with the company's vision and demonstrates your passion for being a Customer Experience Advocate at Postscript.

Acknowledge the importance of empathy and active listening in managing customer dissatisfaction. Share a step-by-step strategy to de-escalate the situation, propose solutions, and follow up to ensure the customer's issue is fully resolved. This response aligns with the customer-first ethos at Postscript and shows your problem-solving capabilities.

Success in a customer experience role can be defined by customer satisfaction scores, retention rates, and the number of positive testimonials received. Emphasizing your commitment to helping customers achieve their goals resonates well with Postscript's mission, particularly as a Customer Experience Advocate dedicated to fostering positive relationships with clients.