Support Operations Specialist, InMoment
Experience improvement solution
Job no longer available
Experience improvement solution
501-1000 employees
Job no longer available
501-1000 employees
Company mission
To help clients improve experiences at the intersection of value - where customer, employee, and business needs to come together.
Role
Who you are
- An ideal candidate has at least 2 years experience working in customer service, customer support, or account management, preferably in a SaaS environment
- 2+ years of customer service or customers support
- Excellent communication skills (written and verbal)
- Excellent organizational and project management skills
- Ability to work successfully in a team environment as well as independently
- Empathy for our customers and their needs
What the job involves
- As a Support Operations Specialist, you will oversee the execution and maintenance of our managed services and local listing programs
- Your day-to-day responsibilities involve responding to customer inquiries and requests as it relates to listing management, ensuring execution of all managed services according to their established SLA’s, coordinating the work of our offshore resources, and other support operations tasks
- Oversee the execution of our managed services programs, create and maintain documentation, and help identify and institute continuous process improvements
- Provide fast and friendly support to our local listing customers, including troubleshooting issues, educating them on best practices for using ReviewTrackers software, and guidance about the listing management/SEO industry
- Create and maintain documentation of local listing capabilities and onboarding workflows, and work with product team to identify issues and potential improvements
- Assist with implementation of managed service and local listing upsells, executing setup, documentation, and coordination with our offshore resources as needed
- Manage and prioritize daily tasks and special project work with our offshore resources
- Oversee monthly reporting tasks and work with CSMs to implement new reporting requests as they arise
- Coordinate onboarding/offboarding of review sources as needed
Application process
- Application Deadline - July 31, 2024
- Application review
- Brief phone chat
- Hiring manager interview
- Meet the team
- Offer
Our take
InMoment is enhancing experiences at the convergence of customer, employee, and business interests through its Experience Improvement (XI) platform. By connecting clients with the most significant aspects through a blend of extensive data, modern technology, and human expertise.
At its core, InMoment's approach prioritizes business drivers, effectively assisting clients in addressing specific challenges such as acquisition, retention, and growth. With over 2,000 brands spanning 95 countries, InMoments XI efforts have proven instrumental in helping businesses realize their maximum potential in terms of business impact.
In a recent move to bolster its capabilities, InMoment acquired ReviewTrackers, allowing InMoment users to manage a wide array of feedback, including direct surveys, social feedback, and reviews and ratings, all on one single platform. This strategic move signifies InMovement's dedication to staying ahead in the digital world, where unstructured data from customer reviews and social conversations can shape the destiny of a business.
Steph
Company Specialist
Insights
Few candidates hear
back within 2 weeks
Company
Funding (last 2 of 4 rounds)
Feb 2014
$19.8m
SERIES C
Oct 2011
$20m
LATE VC
Total funding: $57.4m
Company benefits
- Unlimited PTO - we encourage all employees to recharge! 8 Paid Holidays + 2 Floating Holidays, Your Birthday Off, Volunteer Day, Fully Paid Parental Leave up to 18 weeks
- Medical with FSA and/or HSA (which includes an employer match up to $1,500)
- Free starter membership to the GymPass app, with access to a network of gyms as well as full access to popular wellness apps such as Calm, Headspace, Meditopia, and Strava
- 401(k) Retirement matches dollar-for-dollar for the first 2%, and then 50 cents on the dollar for the next 4%. There is a 2-year vesting period for the employer contribution
- Access to financial counseling through WellCents
- New Hires are eligible for benefits on the first of the month following their hire date
- No cost life insurance, short and long-term disability
- Robust Employee Assistance Program with podcasts, training, webinars and counseling
- Autonomy - We trust our employees and offer an extremely flexible work schedule
- Fun, innovative, collaborative, and supportive working environment
- Inclusion and Diversity teams - Women of InMoment and InMovement
- Employee rewards and referral programs with generous payouts
Company values
- Human: Our employees believe in a human-centric approach to business, technology, and experiences. It is our connection with each other that makes us stand out from our competition
- Bold: Our employees move forward fearlessly, speak up for what they believe in, and challenge the status quo. They are adventurous and innovative in their constant pursuit of excellence
- Invested: Our employees are invested in the success of their colleagues and clients and committed to going above and beyond to achieve their objectives. They are committed, positive, and selfless in their pursuit to leave their mark
Company HQ
South Jordan, UT
Articles
Leadership
John J. Lewis
(CEO, not founder)Previously served as the President at ACNielsen, SMS Technology, Knowledge Networks, and Nielsen. They joined InMoment in 2019 as a Chairman before becoming the CEO in 2022.
Share this job
View 6 more jobs at InMoment