Client Support Specialist

Be part of the local marketing revolution - join MomentFeed!

MomentFeed is the leader in enterprise, software-as-a-service (SaaS) localized marketing solutions. Our digital marketing platform connects brands and consumers at the local level. The platform empowers global brands to capture local audiences, engage with consumers in authentic and locally relevant ways, and measure campaign performance down to the point of sale. MomentFeed helps marketers succeed in the mobile era by unifying Facebook, Foursquare, Google, Instagram, Twitter, Yelp and other social platforms for efficient management across all business locations.

MomentFeed is looking for an ambitious new team member to serve as a Client Support Specialist. This person must be a versatile candidate that can work closely with MomentFeed’s Client Success, Product, Sales, and Marketing teams. This team member will report to our Director of Client Support, and will interact with our rapidly growing customer base every day. The position offers a great way to get a wide range of experience working with a fast-growing tech company.

You will:

• Triage, respond to, and troubleshoot high-volume of inbound client support requests while maintaining a high standard of client satisfaction
• See client support requests through to resolution in a timely manner
• De-escalate client complaints
• Diagnose and document product bugs that are affecting clients, and communicate the resolution priority appropriately to the engineering team
• Serve as liaison between clients and MomentFeed’s support and product/engineering teams for technical issues and escalations
• Serve as MomentFeed platform expert for both internal teams and MomentFeed’s client base
• Draft support articles and other materials that will help clients self-service

You should have:

• Bachelor’s Degree
• 2+ years in a client facing support or customer success role
• Highly motivated self-starter with strong self-discipline that is able to work both independently and as part of a team
• Experience managing a high-volume support ticket queue in Zendesk
• Expertise in social media platforms like Facebook, Instagram, Google+, and Yelp

• Impeccable written and verbal communication, time management and organizational skills
• Ability to think quickly and react when challenged with unfamiliar questions and product scenarios
• Ability to understand highly complex or technical concepts and translate them to a non-technical audience
• Passion for technology and continued learning

 Bonus Points:

• Previous experience owning Tier 2 technical support escalations
• Experience supporting or working with APIs

Our Values:

MomentFeed operates on four core values: Excellence, Partnership, Entrepreneurship and Authenticity. We aspire to achieve absolute excellence in everything that we do. We have the utmost respect and appreciation for all of our partners and clients. We are a company of innovators and entrepreneurs and are open, genuine, and authentic in how we interact with our colleagues, partners and stakeholders. All of these values are centered on driving the success of our clients and the happiness of our employees.

MomentFeed is proud to be an equal opportunity workplace. Individuals seeking employment at MomentFeed are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.