Customer Happiness Manager job at LawCanvas Singapore

 

About LawCanvas

Who we are

Since 2014, LawCanvas has helped thousands of businesses create legal agreements quickly and easily. Using our intuitive web application, businesses can create and manage these documents at the fraction of the complexity, cost and time it would take to do so manually.

We are funded by renowned investors such as Golden Gate Ventures and Crystal Horse Investments. Our team was also selected to be part of the inaugural class in Telstra’s muru-D accelerator program in Singapore.

 

Our mission

We want to democratize access to basic legal services; we want to make transactional legal agreements accessible and affordable to small businesses and consumers. We believe that beautifully-designed and well-engineered systems can foster trust and confidence between counterparties by producing legal agreements that are simple, comprehensive and effective.

 

About the Job

We see tremendous potential in the demand for legal documents and are expanding internationally. As such we are looking for a talented Customer Happiness Manager to keep our new and existing customers continually engaged. If you’re keen on creating personal connections with small businesses and consumers on our behalf, genuinely interested to help them resolve any user issues and want to work in a fast-paced start-up environment, we would love to hear from you.

 

Main Responsibilities

The Big Picture: You will be entrusted to keep our existing customers happy while constantly thinking of new ways to ensure that they will continue to love using LawCanvas.

A) Keeping our customers happy

Specifically, you will:

• manage and lead our customer support team to provide friendly and personal assistance to our customers;
• identify key user issues from support tickets and other customer interactions and work with key stakeholders (CEO, CTO) to resolve them;
• collaborate with your engineering and product colleagues to create FAQ and self-help content on Zendesk and other customer support services;
• take the lead in pre-emptively neutralising and responding to any trust-, security-, privacy- or abuse-related user issues should they arise; and
• suggest, evaluate and recommend new and and more efficient support workflow processes which will benefit our customers.

 

B) Ensuring that our customers will continue to love using LawCanvas

Specifically, you will:

• be the voice of our customers in understanding the challenges they face;
• analyse user data, form user behavior hypotheses, verify these hypotheses through user interviews and recommend data-driven iterative improvements to our product so as to reduce customer churn and increase retention rates;
• personally engage with our customers using various social media channels; and
• increase the future lifetime value of our customers by thinking of creative ways of raising our product adoption, satisfaction and referenceability rates.

• BS or Diploma;
• Strong English written and verbal skills;
• Friendly personality with a strong desire to help people resolve their problems;
• Ability to influence through persuasion and consensus building;
• Prior experience in a customer-facing role;
• Demonstrable experience improving a product, process or service;
• Thrives under uncertainty; and
• Sound analytical skills and familiarity with making data-driven decisions.

from
http://www.startupjobs.asia/job/13366-customer-happiness-manager-customer-service-job-at-lawcanvas-singapore