Customer Communications & Education Lead at Chipper Cash

Job Description

• Chipper is seeking a Customer Communications & Education Lead within our Customer Operations team to create and manage all customer support team communication with our users including support articles for users, canned responses for our customer support team.

What You Will Be Doing

• Creating detailed and helpful support articles to answer FAQ's from our users
• Create and maintain Customer Knowledge Base content.
• Maintain a database of canned responses for Customer Support Analysts
• Working with our Customer Operations team leads and other internal stakeholders on timely and accurate in-app communication of downtimes and outages to our users.
• Working with our Growth Marketing Team on in-app communication of product updates and product promotions to our users.
• Ensuring all customer communication is current, accurate and consistent with our brand voice.
• Recommending new approaches for customer communication, including new messaging and strategic changes to delivery methods.
• Internal communications to the operations team & wider business when necessary.
• Manage Bot responses and automations on CRM tools to improve efficiency in ticket handling

Qualifications
You Will Need:

• First Degree certification in any field.
• Minimum of 3 - 5 years customer Education experience.
• Experience creating and sending outbound messages to customers via CRM tool
• Outstanding verbal and written communication skills in English.
• Incredibly well organised, able to execute project planning responsibilities with a detailed understanding of strategic objectives and priorities.

Nice To Have:

• Tech enabled or tech savvy - comfortable with tools such as Notion, Asana, Google docs, Slack etc.
• Experience using Intercom and/or Zendesk.
• Experience in Fin-tech or financial services industry.
• Fluency in French.

What's In it For You

• Competitive compensation and benefits package based on experience
• Be part of a company growing at a rocket ship pace solving a real problem