West Coast Customer Support Associate:
Compensation: : $35,800 – $43,000 USD & $100 monthly stipend
- Respond to customer-submitted live chats and email in a timely manner
- Queue-based, typing work will account for approximately 90% of the role.
- Live Chat is our primary channel of support in this role.
- Troubleshoot and guide customers through questions and issues with their Account, Billing, or other transactional inquiries
- Independently meet targets across Quality, Productivity and Customer Satisfaction, in email and live chat.
- Stay up to date on new product features and improvements
- Identify isolated customer experiences and escalate important issues.
Compensation: $74,000-$90,000
The Customer Success Associate (CSA) role is an excellent opportunity for anyone looking to build a career in Customer Success. CSAs at Thrive are an integral part of the Customer Success team, supporting our Customer Success Managers and Customers with a variety of customer activities across our Cultural Activation and Technology offerings. These activities can range from webinar/event support, delivering product demos, basic platform customization requests, to handling Tier 1 customer support requests.
The Customer Success Associate will help design and launch processes, workflows, and automations that drive internal efficiencies. This role will up-level the effectiveness of our Customer Success Team, and deliver greater value to our customers.
Duties:
- Oversee live training webinar scheduling, and serve as a liaison between Customer Success Managers (CSMs) and Facilitators.
- Support live events by scheduling, event preparation, and logistics, including attending live events as a representative of Thrive.
- Support virtual events with scheduling, preparation, tech checks, introducing trainer(s), managing live chat, and launching poll questions.
- Analyze customer webinar registration/attendance data, and highlight overall product adoption through Thrive App statistics.
- Capture “raving fans” by recording quotable content throughout live customer webinars.
- Become an expert in the Thrive platform by handling Tier 1 customer support tickets and working cross-functionally to drive tickets to completion.
- Identify opportunities to improve the end-to-end training coordination process.
Enrollment Operations Coordinator:
The Enrollment Operations Coordinator is responsible for ensuring that all admissions-related documents are processed and updated within our CRM in a timely manner. The individual in this role verifies all student files are accurate and meet the requirements of our partner institutions. This person is also responsible for understanding all transfer credit policies and for completing transcript evaluations for their assigned partner institutions
What you’ll be doing as an Enrollment Operations Coordinator:
- Processes all incoming applications, transcripts, and supporting admission documents via mail, email and other electronic formats
- Updates and maintains accurate records in our CRM and other essential systems.
- Evaluates transcripts for admission requirements and transfer credit
- Works within partner systems to update student information
- Works cohesively and collaboratively with Enrollment Advisors to assist in facilitating prospective student enrollment
- Determines when admissions files are ready to be prepared and sends files to partner institution for review
- Compliance with all personnel policies and procedures
- Ability to come to work and work the regular schedule and shift for the position
- Performs other duties and responsibilities as assigned by supervisor
This role is a seasonal position operating between November 20, 2023 – January 1, 2024.
Duties:
- Community Management & Social Care (90%)
- Moderate and monitor content and engagement across all social media channels and abite by set SLA requirements to meet business needs.
- Champion the Enchant Christmas brand voice, integrating tone of voice standards into every communication.
- Monitor and respond to comments, private messages, rating, reviews, and posts across social channels and applicable business listings.
- Support customer conversations to drive education and conversions.
- Resolve and proactively engage with social media questions/comments, including escalating relevant customer issues for recovery.
- Assess and provide feedback and insights gained from community moderation.
- Identify possible crisis or brand-threatening situations and escalate to appropriate partners.
- Source and request permissions to User Generated Content (UGC) via monitoring of tagged social content.
- Ad-Hoc Social Media Management Services (10%)
- Monitor social community wins and opportunities for marketing campaigns.
- Identify and report out on emerging social community trends for use in future content and marketing initiatives.
- As needed, attend meetings with marketing team members to brainstorm business needs through the lens and voice of our vibrant social media community.
- Provide feedback to refine process/SOPs for commenting, servicing, and reputation management across social media channels.
Compensation: $72,000 to $92,000 + bonus + equity + benefits.
As the Community Manager III, you will report to the Director, Community & Events. You will play a pivotal role in building and nurturing our community, fostering engagement, and driving conversations among our user base. You’ll be responsible for developing and executing community initiatives that align with ZoomInfo’s goals and values.
The Responsibilities Of This Opportunity Include:
- Monitor community discussions to identify and address customer queries and concerns. While serving as a liaison between the community and internal teams, ensuring timely and accurate responses.
- Build and cultivate relationships with key influencers and industry thought leaders, utilizing these connections to expand the brand’s reach, drive community growth, and enhance brand advocacy within targeted audiences.
- Lead and manage influencer and partnership campaigns and initiatives, working closely with internal and external stakeholders to ensure alignment, successful execution, and timely delivery of agreed outcomes.
- Design and publish engaging and relevant content across various platforms, aligning with the overall content and branding strategy to resonate with the community and drive engagement, ensuring a consistent brand voice for ZoomInfo.
- Collaborate with marketing, sales, product, and customer success teams to align community initiatives with broader organizational goals. Share valuable insights from the community to inform product development and marketing strategies.
- Develop and implement initiatives to engage customers and social media audiences, including creating recruitment strategies to encourage participation in community forums and social platforms, enhancing engagement, and raising brand awareness.
- Track and analyze key community metrics to measure engagement and success. Provide regular reports and insights to internal stakeholders on community health and sentiment.
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