Senior Customer Experience Associate

SF, Seattle, or Remote
Customer Experience
Full-time
Coffee Meets Bagel's mission is to create real connections that inspire personal growth. It is the dating app that treats people like people. Instead of asking you to swipe through infinite profiles, our smart algorithm curates only your best matches and sends them to you once daily. Our "slow dating" approach emphasizes savoring each real connection—and even finding delight in the journey. Globally, CMB has sparked thousands of lasting relationships. We were named one of the "Top 10 Dating Apps" by Time Magazine, and "Best App If You're Trying to Marie Kondo Your Dating Life" by Women's Health.

Coffee Meets Bagel is looking for a driven and empathetic Senior Customer Experience Associate to help deliver a 6-star customer experience to all of our users. You will become an extension of our customers to the rest of the company by acting as their voice as well as becoming an extension of the CMB brand to our users. You will be responsible for working cross-functionally with internal teams, and leading external team members, to deliver best-in-class support that exceeds our users expectations. This role is critical to ensuring the success and safety of the Coffee Meets Bagel community. 

Responsibilities

    • Actively listens and resolves customer inquiries in an empathetic manner
    • Researches and trouble-shoots customer issues using resources available
    • Manages our outsourced support team: addresses their escalations, coaches them on how to deliver support that is delightful, identifies important product problems, educates them on new feature launches, looks for opportunities to automate and improve existing processes
    • Keeps the CMB community safe by working to keep bad actors off of it
    • Works cross-functionality with product, marketing, and engineering to surface customer insights from support tickets and social media channels that will help guide the product roadmap and contribute to creating a 6-star user experience
    • Participates in thoughtful conversations with cross-functional teams to promote a customer-centric culture where you advocate on behalf of our customer’s problems

Required qualifications

    • 2+ years working in a customer servicing role
    • Excellent verbal, listening and written skills
    • Can work well with others in a collaborative work environment where transparency & communication with colleagues is key
    • Autonomous worker with an ownership mindset who action-oriented and meticulous
    • Previous experience in a leadership position (e.g. trained, coached or mentored an individual or a team)
    • Versatile; ability to thrive in a cross-functional environment while juggling multiple responsibilities
    • A passion for helping people, Coffee Meets Bagel, and our vision