Customer Experience Representative

As a Customer Experience Representative, you will be the in-platform expert for all Dash Social customers and prospects. As a member of the Customer Success team and working closely within our Revenue team, you will provide answers to all incoming questions and issues via Dash Social's in-platform chatbox. You will also perform various customer support duties, including deck building, product tagging, and custom requests. Responsibilities As a Customer Experience Representative, you will:Maintain product expertise of the Dash Social platform at all times.Support and assist customers while managing our in-platform chat system (HubSpot).Troubleshooting with customers to help resolve technical issues and answer platform-related questions.Create social media insights reports and presentation decks using the Dash Social platform.Work closely with Account Owners to provide support for customer accounts as required.Understand common user errors and provide solutions in a timely manner.Provide clear and simple troubleshooting steps via in-platform chat or virtually when required.Communicate bugs and product question progress to customers and prospects.Join customers on calls when needing to escalate bug resolutions.Escalate, follow, and communicate bug resolution. Qualifications Desired Skills and Experience 1-2 years of relevant work experience, including customer-facing experience in-person, online, and/or over the phone. Corporate customer experience is considered an asset.Proven understanding of technology and resolving customer concerns.Excellent written and verbal communication skills, with the ability to explain challenging situations concisely and user-friendly.Excellent organization and time management skills. You excel in a fast-paced environment.Strong analytical skills and ability to think critically.Ability to work independently and as a part of a team.SaaS or start-up experience is an asset.Experience in digital, social media marketing, and related technologies is an asset.Post-secondary degree or diploma is an asset.Fluency in additional languages is considered an asset.About YouYou pick up new technologies quicker than most and love to understand how things work. You have the confidence to figure out the unknown.You have a customer-first mentality and know what questions to ask to get to the crux of an issue.You think outside of the box. Finding creative solutions to solve problems for your customers is what drives you.You care about what you do and about those around you. You love working as part of a team.Don't meet every qualification? Research shows that equity-deserving groups like women and people of colour are 20% less likely to apply to jobs unless they are 100% qualified. Dash Social is committed to diversity, equity, and inclusion by representing the diverse communities we serve. Our culture values differences and ensures that every current and prospective team member has equitable access to opportunities to succeed. If you are interested and excited about this role but your qualifications don't match up perfectly, we encourage you to apply. You may be the best candidate for this role. About Dash Social Dash Social is a social media management platform that equips brands with intelligence and speed to stay ahead of the curve. Through its sophisticated cross-channel insights and workflow tools, Dash Social enables brands to create content that entertains, engages and drives consistent business results. To discover how Dash Social is empowering brands to outsmart social, visit dashsocial.com.At Dash Social, you will be given the opportunity to take risks, learn, and grow your career. You'll be joining a talented, hardworking team with leading policies and practices recognized as a top employer in Canada. Other Information At Dash Social, we strive to build great solutions that solve real problems for marketers, and are unabashed about our unique ability to be the best at what we do. To achieve our goals as a company and provide a service to our customers that is unmatched, we believe that collaboration and support among the team is what propels us forward.Dash Social would not exist without the dedicated employees who contribute their unique skills, voices, and ideas to the long-term success of the company. Building a diverse and talented team is an integral part of creating an innovative and well-rounded product, and work environment.Dash Social's hiring practices and company culture does not condone discrimination based on race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.Employee BenefitsAt Dash Social our team is our competitive advantage. We are committed to supporting one another and we work hard to make sure everyone has the support they need. In addition to health and dental benefits for you and your family, you can also expect:Vacation, personal days and sick timeRRSP/401k matchingAnnual mental health benefitQuarterly wellness benefitDonation matching programParental leave top up planWork from home benefitFlexible working hours and locationDepartmental and team-wide bonding activities