Senior Customer Experience Support

Philippines /
Customer Experience /
Full-time
Coffee Meets Bagel 
Coffee Meets Bagel is a women-founded, women-led organization created to give everyone a chance at love. The sense of belonging and connectedness we get from relationships not only helps us survive, but thrive, and we’re working to make it a little easier for people to find that. We’re inspired by the stories we hear from employees, friends, and family who have used CMB to transform their lives, and you too can make a difference by joining us. Together, we can become the #1 dating app for long-term relationship seekers globally.

What is it like to work at CMB? First and foremost, we value diversity, equity and inclusion. Together we all create a unique combination of backgrounds, experiences, and cultures. We have various interest clubs around books, plants, skincare, furry friends, tv shows, you name it. Whatever your quirk is, you will feel at home here.

Secondly, we believe flexibility allows us to bring our best selves to work. We trust each other to get our job done on our own terms. We currently have 55 colleagues working from home in 9 different US states, 4 provinces in Canada, 3 in Singapore, and 4 in the Philippines. We are currently experimenting with a 4-day-workweek that gives our team longer time to rest & recharge.

Lastly, we value connection. We are a collaborative bunch who care for our daters as well as our team members! We regularly organize in-person & virtual events and invest in each other's growth and wellbeing.

Do these values speak to you? If so, come and join us!

About the role
The CMB Customer Experience team (CX team) is seeking a full-time Senior Customer Experience Associate in the Philippines. Work hours are flexible, but you will be required to have at least ~10 hours overlap with PST work hours (9 am - 5 pm PST) per week.

CMB Customer Experience team's mission is to make every CMB dater interaction rewarding, easy, and pleasant. You will be responsible for serving our daters globally, across all support channels, which includes emails and social media. You will be their trusted confidant as they report issues on the app or ask questions on how they can find a better match on CMB. You will work with our QA engineers to escalate bugs, helping them spot cases, reproduce errors, and prioritize so that we can focus on the most important issues for our daters. You will work with our Product and Marketing team to escalate appropriate customer insights so they can make better decisions as they strategize & execute.

You are tenacious and can wear many hats. You also love to think of new ways to get daters active and engaged with CMB and improve processes and systems.

Responsibilities:

    • Provide 6-star customer service in all interactions with customers, primarily through Zendesk support tickets
    • Think creatively about ways to optimize each customer's experience and help them be successful on CMB
    • Investigate and review issues that are reported by users. Escalate issues effectively to appropriate stakeholders in the company
    • Flag important customer insights to appropriate team members in the company with suggestions based on customer requests
    • Demonstrate critical thinking and attention to detail 

Qualifications:

    • 1-2 years experience in customer service working for a global consumer brand tech company, primarily through written communication
    • 1-2 years of experience working with engineers to escalate and resolve bugs
    • Experience using Zendesk
    • Exceptional verbal and written communication abilities 
    • Quick learner and adaptable to learn new processes, concepts, and skills
    • Excellent organizational and time management skills
    • Ability to remain neutral and review work as defined by policies and procedures and keep personal bias aside
    • Fluency in English- both written and verbal

Technologies you'll work with:

    • Zendesk
    • Slack
    • Asana