Customer Experience Specialist

Anyword is an AI text generation platform for marketers.

More than 1 billion marketing messages are created every day across digital channels. Most of them are bias-laden, expensive to create, and ineffective.

Anyword’s artificial intelligence models are capable of analyzing text and understanding its intent and ideal audience. As a result, we can now generate original marketing language that drives action.

Who we are

We’re a team of doers from all walks of life who share a passion for AI and innovation.

We firmly believe in personal growth, care deeply about our work, and aspire to be world-class in everything we do.

The opportunity

We’ve been fortunate to enjoy rapid growth and adoption by thousands of customers, and actually, we’re just getting started. As a Customer Experience Associate, you will join a small team that moves fast and help build out a key function in Anyword.

Together with the team, you’ll be responsible for supporting our customers at scale. You will own management of our Knowledge Base Resources and leverage AI to handle customer support escalations and requests at scale. You’ll also work closely with our product team, representing the voice of the customer and in turn creating guides to help our customers drive the most impactful business outcomes with our new features and releases.

You’ll be expected to execute fast but, more importantly, to solve problems and find long-term solutions that can be implemented as new processes, products, or features. You will also significantly shape the company’s future by creating value for our existing and new customers. A successful Customer Experience Advocate at Anyword will critically evaluate the business, our team, his or her own performance, and our processes with a growth mindset. Failure is expected and encouraged because that’s where we learn. And finally, you’ll join us at an exciting and challenging time of fast growth, with ample opportunities to learn and grow with us.

Responsibilities:

Help customers succeed and provide support on all levels: technical, business, and product
Deliver excellent support to customers at scale, understand their business goals, and unblock any technical hurdles to their success.
Manage our support channel and our self service resources while acting as a liaison between our self serve clients and the rest of the Anyword team
Maintain a comprehensive and updated knowledge base
Work together with the marketing and product teams to push customers toward success and high product engagement at scale
Educate new customers through marketing materials and product documentation
Provide internal customer feedback
Leverage data to demonstrate how Anyword has impacted our customers and identify areas of risk & opportunity with our customers at scale
Analyze customer usage data, gather insights and learnings, and establish new processes and product requirements
Fail forward. We encourage you to think and act quickly and test new ideas

Requirements:

Qualifications

BA/BS degree
1 or more years in a SaaS company
Experience with Zendesk - an advantage
Excellent verbal and written English communication skills
Strong Excel skills (pivot tables, basic formulas, vlookup)
Strong analytical, problem-solving skills
Ability to quickly execute solutions resourcefully and independently
High level of dedication and determination to succeed
Basic experience with SQL querying - an advantage
Outstanding capacity for multitasking
Experience with HubSpot (or equivalent) - an advantage
Experience with Tableau (or equivalent BI tools) - an advantage
Previous data analysis experience - an advantage