About the role:
Quidax is hiring a Customer Success Associate, Kene says the CS role is one that bridges the gap between the customer and your employer who pays your salary because the customer allows them to. It’s actually quite apt, for the CS team, we are mostly looking for people who are passionate about the customer and cares deeply enough to fight everyone from product to engineering to the CEO for the customer. Ideally, because we care a lot about the customer you shouldn’t need to fight, but if it comes to it, we need the person who would always come out guns blazing for the customer. The core of the role is to ensure the customer has a smooth journey through our products and in the case where there is a hiccup on their part or ours, we iron it out and ensure it doesn’t repeat itself.
This is a role for someone who has experience in customer success or worked in support for a large scale consumer product/service (B2C), ideally an organization with 200k+ customers. Even though they are not the same, a great person with character and experience in either would fit in nicely into the role.
The job of customer success is to ensure the customer is happy and their life navigating through our application is smoother and their problems are solved once they arise but preferably before they arise. If we built the best product (chances are we have) and we have a rockstar marketing team, there would be absolutely no point if all we have is a bunch of pissed off angry customers who use our product once and swear to never return.
This means having true feelings for the customer, and it goes beyond lip service or interview answers because it shows and it matters. It means having the patience to understand behind every email is a person with a life and real-life issues, that completing that transaction they want to on Quidax might be the difference between their family going hungry that night and happy healthy children. While you are responding to customers and ensuring they are happy, you are analysing the customer complaints and using data to ensure that the product team builds out solutions that ensure the customers have a delightful experience.
The team is building up to be the largest team within Quidax mostly because the demands and expectation of the team is a lot. You would most likely at some point be expected to work night shifts as we move the team into shifts so that we have support available for our customers round the clock. The sheer volume of the work can be a lot at times, you would have a very supportive team around you to navigate those times. We are also working towards a situation where everyone on the team has work but enough free time to actually live their lives. While we are not there yet, we are work in progress.
Here’s an example of what your day to day at Quidax might look like
Please send an application tailored to the role that speaks to us. A lot of people send in bland generic applications and it is easy and very helpful to stand out especially when someone has been going through 100 applications, endeavor to make your application the breath of fresh air. We appreciate great writing, take time to put your application together.
We would most likely send you a test should you get through the application stage, please imagine you are already part of the team and walk us through your thinking about the problems we present.
We would only get back to you after the deadline has passed, or maybe when the position has definitely been filled so that we can give room for last-minute additions or drop-off.Interested and qualified? Go to Quidax on quidax.recruitee.com to apply
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