Client Care Specialist (Urgent) – KB
About Catena:
At Catena, we redefine overseas hiring by cultivating Filipino talent. Our rigorous qualification program and exclusive upskilling opportunities pave the way for our candidates’ prosperous future at no cost. We scout the brightest individuals, equip them with superior skills, and connect them with high-profile roles. Join us as a driven, ambitious individual and work directly with executives, evolving as their indispensable partners. Are you ready for this transformative challenge?
About the Role:
Role: Client Care Specialist
Work Schedule: 40 hours per week | Monday to Friday Full-Time, Flexible within Eastern Standard Time
Salary Range: $1,200 – $,1400 (flexible/negotiable for the right candidate)
The client is hiring ASAP
Your Goal:
Your goal is “simple”: make our customers so happy they stick around and keep buying from us. You’ll lean into customer interactions—phone calls, Zoom calls, text, emails, social media—to help our customers succeed with our product. You’ll also use the scientific method, data, feedback, supplemented with creativity and intuition to figure out what makes our customers tick, and what ticks them off. You’ll basically live and breathe reducing churn and inspiring loyalty from our existing customers and getting them to tell their friends how FODZYME changed their lives!
- Help Out Our Customers:
- Start at the role by answer support tickets, phone calls, and text messages from customers, existing and prospective, to understand their needs. You’ll need to genuinely enjoy helping out and even socializing with customers or this role is not for you and you will burn out/fail to succeed.
- Start at the role by answer support tickets, phone calls, and text messages from customers, existing and prospective, to understand their needs.
- Measure how impactful different types of customer support touch points are on customer acquisition, retention, satisfaction, etc.
- Using (experimental) data and insights, revamp our customer support infrastructure (asking questions like “does offering X help or responding to Y kind of messages actually make a difference for our company?” → “how much time per week does it take and is it enough to warrant a new hire to delegate this too so I can focus on more important things as Head of CX?” → “is a human strictly necessary to make that kind of difference?” → “if not, does an automatized alternative make the cut?”, just a series of examples)
- Hire, train, and manage customer support if and as needed.
Get the Lowdown:
- Understand our customers inside out by talking to them, watching existing user interview recordings (and conducting new ones), and analyzing survey data and feedback.
- Must not stop at just face-value but dig deeper into the issue, perhaps into areas even the customers themselves are not aware.
- Spot what we’re doing right and what we need to work on for maximum impact on retention, loyalty, and satisfaction.
Make Things Happen:
- Redesign the post-purchase experience to maximize success with the product and keep customers coming back.
- Sort out issues and optimize processes to make dealing with us smooth and easy.
Map Out the System and Hack It:
- Plot out the customer (post-purchase) journey and know the numbers at each critical point. Prioritize what changes will make the biggest difference. Sleuth around to see if there’s a “Magic Moment” to amplify the likelihood of long-term retention.
- Test out your ideas and go with what works. Methodically find and pull on the levers that impact repurchase, positive word-of-mouth and referral potential. Similarly, find the points of friction and minimize them.
5. Report Back:
- Keep everyone in the loop about your findings and insights, quantitative and qualitative, and suggest improvements to teammates in other departments that contribute to customer happiness.
- Regularly report to leadership on real metrics (not “vanity metrics”), feedback trends, and the progress and impact of implemented initiatives.
Immediate tasks anticipated for the candidate to fully own on week 1:
- Deep dive on user interview recordings
- Take over customer support (support tickets, text, phone)
Tools used in this role: Intercom (for customer facing interactions → migrating to Gorgias + Klaviyo (or alternatives), Survicate, Formsort, Shopify, Skio, PostHog
Requirements
- At least 2 years of experience working in Customer Support/Customer Experience or any relevant field
- Preferably someone who enjoys these kinds of roles and enjoys talking to people
- Comfortable with Excel and no-code tools (candidates with technical skills and/or data science background are a huge plus, but not a dealbreaker if they don’t have it)
- Must be comfortable working independently (the client is very kind but their culture is that they work usually asynchronous and independently)
- Data-driven, highly analytical, metrics-driven
- Thinking shaped by scientific method (but is also practical enough to know what not to waste experimentation efforts on)
- Must be able to commit long-term (as this is a long-term role), someone passionate and can work US hours
PREFERABLY:
- Someone who has background or experience in biosciences, food technology or data sciences
- They’re looking for someone who really has the passion and loves helping people – someone who has an empathetic approach
- Someone who is data-driven, who is backed up by data
- Customer support experience is not required – they prefer someone who’s into data or operations or the sciences, someone who has passion and empathy and good energy and preferably with client – facing experience
Benefits
- Permanent Work From Home/ Remote Role
- Paid Time Offs/Paid Holiday Leaves
- Long-term role with lots of areas for opportunities and growth, the client has big plans for the role
- Be a big fish in our growing pond. Learn and develop your career alongside ambitious founders and early employees.
- Your work will make a real difference, every day.