Creator Success and Tech Support Specialist
Dunia M.
As a Creator Success Specialist, I played a crucial role in Stan's company mission by overseeing and managing our customer support operations. I was responsible for providing excellent, white glove service to our creators, identifying trends in creator pain-points and requests and relaying this back to our internal product team, and focusing on creating systems to scale our Support team!
During my time with Stan, I was able to successfully:
Serve as the primary point of contact for escalated customer inquiries or complaints, effectively resolving issues in a timely and satisfactory manner.
Acted as the main contact for escalated customer issues, demonstrating strong problem-solving skills and ensuring prompt resolution.
Achieved a 95% customer issue resolution rate within the designated timeframe.
Booked 1:1 Support and Success strategy calls with Creators to strategize their business goals and resolve technical support issues
Collaborate with cross-functional teams, such as product management and engineering, to communicate customer feedback and identify areas for improvement.
Worked closely with product management and engineering teams to provide insights from customer feedback, leading to the implementation of product enhancements and bug fixes.
Facilitated effective communication channels between customer support and other departments, resulting in improved cross-functional collaboration.
Monitor customer support metrics, including response times, resolution rates, customer satisfaction scores, and other key performance indicators (KPIs).
Implemented a comprehensive tracking system to monitor key support metrics, enabling data-driven decision-making and performance evaluation.
Consistently achieved and exceeded KPI targets, including maintaining a 90% customer satisfaction score and exceeded closing 10,000+ tickets in 1 year.
Analyze customer support data and trends to identify patterns, recommend process improvements, and drive customer-centric initiatives.
Conducted in-depth analysis of customer support data, identifying pain points and trends to propose process improvements and enhance the customer experience.
Introduced a proactive customer engagement strategy based on data analysis, resulting in a 35% reduction in customer complaints.
Stay up to date with industry trends, best practices, and emerging technologies in the creator economy to continuously enhance the customer support experience.
Actively researched and kept abreast of industry trends and emerging technologies, ensuring the application of best practices in customer support operations.
Developed and implemented new tools and techniques to streamline support processes and improve customer satisfaction.
Foster a positive and collaborative work environment within the customer support team, promoting knowledge sharing and continuous learning.
Cultivated a positive team culture through effective communication, recognition of achievements, and fostering a supportive and inclusive environment.
Organized regular team knowledge sharing sessions, enhancing collaboration and continuous learning among support agents.
Develop and maintain customer support policies, procedures, and guidelines to ensure consistent and high-quality service delivery.
Created and documented customer support policies and procedures, ensuring a standardized and efficient approach to handling customer inquiries. (check out our articles below)
Regularly reviewed and updated support guidelines to align with evolving customer needs and industry best practices.
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Posted Mar 8, 2024
Served as the primary point of contact for escalated customer inquiries or complaints, effectively resolving issues in a timely and satisfactory manner..
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