FRIENDBUY Customer Experience Representative Salary in the United States

Friendbuy is reinventing the oldest marketing channel ever known: word-of-mouth. While technology has completely transformed the commerce landscape, the process of discovering new brands from your friends has largely remained the same since the dawn of retail. By using technology to modernize this natural consumer behavior, Friendbuy has given marketers a powerful new tool to drive customer acquisition and growth. Friendbuy is the leading platform for referral marketing. Our clients are disruptors such as Dollar Shave Club, Casper, ClassPass, Away and Outdoor Voices, as well as Fortune 100s such as Walmart, Intuit, Disney and Nestle. If you’ve ever referred a friend to any of these amazing brands, you’ve used Friendbuy. We are technology-first and we believe in success through innovation, a core philosophy prioritized by our Founder & CEO who graduated from MIT. 

The Opportunity

Friendbuy is rapidly growing and we’re looking for a Customer Experience Representative to enhance our support organization for our mid-market customers. If you are motivated to help amazing customers succeed and to influence Friendbuy’s product direction, we want to hear from you! We provide a fantastic trajectory for advancing your career – you bring your ambition and your passion, and we’ll give you the opportunity to shine.

What you’ll be doing…

• Take ownership of user issues and track issues through resolution
• Act as a subject matter expert on Friendbuy and referral marketing best practices
• Advocate for platform improvements to quickly resolve issues and needs, enabling the Friendbuy platform to be more efficient, faster and seamless
• Maintain support and communication with customers throughout their Friendbuy customer journey to create brand advocates and reduce churn
• Manage and update knowledge base as necessary to improve customer education and reduce number of tickets
• Assist with Customer Experience team operations 
• Provide direction on communication with users for escalated issues
• Proactively suggest solutions to customer challenges
• Deliver product/program quality improvements based on Customer feedback and core Customer Service performance measurements
• Optimize knowledge transfer between Success and Support to identify gaps in customer understanding and address those areas through people-touch or tech-touch methods
• Champion our continued focus on a company-wide culture of customer success, acting as the voice of the customer

We want you on our team if you…

• Are highly collaborative and have high standards for yourself and your team
• Are passionate about technology and/or e-commerce
• Are effective at communicating technical concepts to audiences of varying technical ability
• A skilled team-player, with a proven ability to collaborate across all business functions
• The ability to provide and receive feedback
• Employ a data-driven approach to your decision-making process
• Are resourceful - you'll figure out what needs to be done and find ways to make it happen

Requirements

• Bachelor's degree
• 2+ years in a Customer Experience role at a SaaS or Technology company
• Experience at a MarTech company a huge plus
• Customer support experience in a fast paced technology-driven company
• Proven ability to drive amazing customer experiences — and results 
• Excellent written and verbal communication skills are a must; strong presentation skills are highly desirable
• Comfortable learning the basics of APIs and JavaScript
• Experience with tools such as JIRA, Asana or Salesforce is desirable

How We Work...

We work hard and strive for excellence, but we also know how to kick back and enjoy the journey. On Friendbuy Fridays we shut it down a little early and hit the patio with beer & wine to socialize with our co-workers and the other startups in our brand new WeWork building.

Within our private offices each person gets top-of-the-line hardware and optional standing desks. The common areas are spacious and campus-like with a “coffee shop” vibe. There’s plenty of coffee, tea and beer on tap.  A few of the other benefits of working here are:

• Flexible vacation
• Competitive salary
• Continuing education
• Health, dental & vision
• Employee stock options
• Bonuses for hitting company and group goals

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