This content was reproduced from the employer’s website on March 31, 2023. Please visit their website below for the most up-to-date information about this position.
We are looking for our first Trust & Safety Associate. Our groomers are on the road grooming hundreds of dogs a month, and with that comes occasional incidents or unhappy customers. Currently we manage these incidents on a one-by-one basis with shared responsibility. We’d like to bring someone onto our team – the first member of our “trust and safety team”! – who is responsible for resolving these cases quickly and professionally, and ultimately helping to build out our policies and procedures for managing trust & safety matters.
This is an extremely exciting role for the right person – someone who’s highly organized, empathetic to groomers, customers, and their dogs, collaborative in a team environment, has a great “bedside manner” with customers, and has experience managing customers whose experience is not what was promised.
We’re a fantastic, high quality team looking to grow quickly. Come aboard!
Chief responsibilities will be:
-Training as a Customer Success agent, to be able to operate in our software to communicate with customers and manage their issues
-On call throughout the day, 6-7 days per week, to address with reasonable urgency any issues that arise.
-Collaborating closely with the Customer Success team to identify and understand issues that arise.
-Calling the customer and/or related parties on the phone to better understand the issue and gather information.
-Developing a response plan in partnership with company management once you’ve gathered all relevant information.
-Working with groomers and groomer managers to coordinate and include them on any items that may be relevant to them in the response plan.
-Leading the execution of the response plan, managing customer and other relevant communications yourself, and creating clear instructions for any others on the team that need to be involved in the response.
-Drafting and responding to poor reviews on our Yelp and other online business listings.
Working with company management to develop standard policies and procedures to manage trust & safety matters.
Success for this role is responding to incidents swiftly, clearly and professionally, switching certain customers from detractors to advocates, minimizing the number of poor online reviews we get, and ultimately preventing these situations from happening in the first place!
We’re looking for someone with the following skills and characteristics:
-Experience in a similar role, managing unhappy customers with urgency and professionalism.
-Clear communication, detail-orientation, team collaboration, and personal organization.
-Strong communication skills and a good “bedside manner” with unhappy customers.
-Enthusiasm and positivity in managing situations that can sometimes not be very fun.
-Above all – fun, friendly, detail oriented, highly organized, and positive!