Senior Customer Success Executive

About ScoreApp

ScoreApp is a lead-generation platform that helps users create interactive quizzes, scorecards, and surveys. Our tools provide personalized feedback to our users audiences while collecting valuable data to help users attract, engage, and convert high-quality leads. ​​ScoreApp works across industries, including coaching, consulting, marketing, education, HR, and wellness. Ultimately, any business looking to engage its audience, qualify leads, and drive sales can benefit from using ScoreApp. We’re a fast-growing, innovative team passionate about simplifying marketing through intelligent technology, empowering thousands of entrepreneurs and brands to turn insights into impact.

About the role

ScoreApp is seeking an energetic and engaging customer success executive to join our award winning Customer Success Team. In this diverse role, you’ll work daily with our vast array of different customers supporting them on getting set-up, trouble-shooting and generally helping them make the most of our platform. Outside of inbound enquiries the role also anchors on proactively identifying customers who may be having issues or could represent a cancellation risk. This role would be well suited to someone who enjoys being busy, enjoys helping customers and is able to prioritise independently of management.

This role will suit you if you’re tech-able, enjoy the scientific, data-driven nature of customer service, like working with small, but strong teams who are capable of punching above their weight. If you’re a self-starter, like to push yourself and deliver quality service beyond expectation then you will have a good time here.

Key Responsibilities

• Answering in-bound customer queries via Live Chat, Email and in-person zoom sessions.
• Proactive outreach to customers who need additional support or represent a cancellation risk.
• Capturing and logging recurring queries and updating our central help documentation and user guides to prevent recurring questions.
• Striving for 100% happiness and customer satisfaction.
• Be curious and dedicated to learning the ScoreApp platform, ultimately becoming a ScoreApp super-user.

Key Skills and Experience

• Proven experience in customer service within a technology, service based industry.
• IT literate, experience using online software daily such as Hubspot, Slack, HelpScout, ZenDesk or other common Customer Service software
• Analytical, able to quickly review data to identify opportunities.
• Comfortable working with customers via Live Chat, Zoom or email.
• Professional and friendly by nature

Bonus Skills

• Direct experience with ScoreApp or similar quiz/assessment platforms.
• Any funnel marketing experience and understanding of conversion optimization, or behavioral psychology.
• Experience creating client-facing documentation, training, or enablement resources.
• Experience collaborating with product or tech teams to relay client needs and feedback.