About the role
We’re looking for someone with strong written communication skills, and an understanding of what makes excellent customer support, to join our Product team as a Customer Experience Specialist. |
We’re looking for someone with strong written communication skills, and an understanding of what makes excellent customer support, to join our Product team as a Customer Experience Specialist. |
This position gives you the chance to dig deep into the intricacies of our software and explain clearly what customers need to do to use it successfully. As the sole person in charge of the help center and the creation of in-tool guidance for customers, it will be your responsibility to make it clear and simple for anyone to use Plytix. You’ll also learn about analytics to help you create and manage a content calendar to keep the help center and in-tool help fresh and relevant. Over time, you’ll become an expert in product information management, working across multiple departments., This will make you a resource not only for our customers, but also for members of various other teams within Plytix. |
Your main responsibility will be the management of the help center. Day to day, your responsibilities will include writing new articles, updating older articles, creating/updating graphics for these articles, announcing the deployment of new features and creating in-tool guides, assisting in the creation of video scripts, and working closely with the Customer Success team to understand the pain points our clients face. Your goal will be continuous improvement of the support we provide for customers, empowering them to take the management of product information into their own hands. |
You will be trained in PIM basics, and have gained working knowledge of the capabilities of our software. You will also have spent a large portion of your time engaging with our customer success team and observing client interactions. The CS department head will take you under his wing to show you the Plytix way of delivering thorough, compassionate customer support.
This month (and the following three) will be fundamental to your role. After one month, you will clearly understand the what, why, and how of our PIM software. You will also have spent significant time digesting the Help Center content in detail to understand our tone, our users’ most common challenges, and how we strive to communicate PIM to the market.
By this time, you’ll have developed a much deeper understanding of PIM processes. You’ll feel more confident about answering questions and will begin taking a look at older help center content to start refreshing and optimizing it, while you also start setting up the first in-tool help for our users and publishing new features announcements.
By learning from the Product team to gain more insight into our tool and working alongside the Customer Success team, you’ll be on track to becoming a PIM expert at Plytix. You’ll also have a good grasp on the processes used to keep help center content organized and continuously updated.
You’ll be the go-to person for answers to common questions and help with problem-solving to meet our customers’ needs. .
By now, you’re fully capable of growing and scaling our educational content while helping users work better with our product through in-tool help like tips and wizards. You’re a valuable link between the people who constantly work to improve our product (and keep it running smoothly) and the people who rely on Plytix to run their businesses.
You'll technically be on the Product team, but you'll be working closely with both our Product managers and Customer Success team, especially when it comes to content publication/updates and creation of pop-up guides within our software. You may also collaborate on additional projects to assist the Revenue team.
Within the product team, you'll be reporting to the PIM Product Manager. Together with the Product manager, you'll ensure that customers are thriving, and that anytime dissatisfaction is expressed, a solution or workaround is made available in our help center if applicable. You’ll also be kept abreast of any changes to our tool by the Product manager so you can keep customers aware of any new feature or improvement that we launch.
- Be self-driven and highly organized
- Have strong communication skills (written and verbal)
- Pay close attention to detail
- Speak native-level English
- Have a high level of emotional intelligence–always being empathetic, kind, and patient
- Be able to excel in cross-functional roles, and work with colleagues/customers in different time zones
- Be able to work independently and be a proactive problem-solver
- Have curiosity and passion for learning new technologies
- Have hands-on educational experience
- Be experienced in technical writing about a product or service
- Background in B2B, software or technology
- Experience in writing educational or tutorial-type content
- Experience editing images in Canva