Verified Job
Customer Support / TeleCaller
Customer Experience Manager - haku Follow Us: LinkedIn, Instagram, Facebook, Twitter
Customer Support / TeleCaller
#719004
Remote / WFH
haku
Job Description
We are looking for a dynamic, high energy, self-starter, who lives and breathes customer service. This candidate will be ready to support both event organizers and their participants and answer any questions they may have.
YOUR LIFE AT HAKU
Our state of the art, stunning offices overlooking Biscayne Bay in Miami are home to a diverse, thoughtful, and dynamic group of passionate professionals. We love solving challenges, fostering strong relationships with our customers, creating innovative technology, and winning together as a team - we think you'll love it too.
As a Team Member, You'll Be Eligible To Benefit From:
Flexible PTO + paid holidays
Top-quality benefits package (Health, Dental, Vision, STD, LTD, and Life Insurance)
401k with employer matching (after 90 days)
Hybrid work model
Parental Leave: paid parental leave for birthing and non-birthing parents (after 1 year)
Professional Development Reimbursement (after 6 months)
Monthly credit towards wellness activities (gym, meal plans, mental health costs)
Free access to wellness subscriptions, mental health and financial planning platforms
Discounted rates for pet insurance and voluntary life insurance and exclusive employee discounts through Perkspot
Company-paid parking in the heart of Brickell
State-of-the-art Apple computer and accessories
Wellness activities, happy hours, and company-wide fun events
Top-of-the-line office facilities, including an on-site gym and wellness center, fully stocked kitchen, and more
WHAT YOU’LL DO
Manage a portfolio of enterprise event organizations and monitor events’ success
Build strategic partnerships with key customers by being a trusted partner and subject matter expert in all haku products, features, and services
Identify opportunities to deepen customer relationships across the customer lifecycle
Answer customer questions, resolve problems, and maintain customer satisfaction by providing problem-solving resources and partnering with other subject matter experts within the organization
Provide comprehensive training to both new event organizers during the onboarding process and existing customers, covering all haku products, including any new features and updates
Contribute to the development of haku’s customer experience process documentation and tools/templates
Document customer feature requests and work closely with engineering and product teams to prioritize incoming requests
Work cross-functionally on projects with various teams across the organization
Collaborate with Participant Support, Product, Engineering, Business Development, and other internal teams by effectively utilizing internal tools to address and resolve issues
Ability to pull, summarize, and appropriately share insights with customers and cross-functionally
WHO YOU ARE
College education in Business Administration, Marketing, Communications, Accounting or Finance is preferred. Master's Degree is preferred but not required.
2-3 Years of Customer Success or Account Management experience
Detail-oriented with excellent interpersonal, presentation, written, and communication skills
Ability to learn, understand, and use technology
Efficient, highly organized, and can prioritize tasks
Proactive attitude with a passion for providing amazing service and support to every customer
Mastery in pivoting and adjusting to meet the needs of ambiguous situations or environments
Self-Starter with an excellent ability for problem-solving and intellectual curiosity to seek out answers until a topic is fully comprehended
Experience in identifying customer retention risks and building effective risk mitigation strategies
Travel of 5-10% is required as part of the role to support our customer's events
MORE ABOUT HAKU
haku is an all-in-one technology platform for event management, registration, fundraising, marketing, and participant engagement. Purpose-built for endurance events and nonprofit organizations, haku removes the frustration of rigid systems, limited insights, and manual processes by bringing everything together in one integrated solution.
Our customers include some of the most recognized organizations in sports and philanthropy, such as the Marine Corps Marathon, the Philadelphia Eagles, the Bank of America Chicago Marathon, the Big Sur Marathon, Team in Training, the Colon Cancer Coalition, and many more.
We are proud to be a minority-owned business and an equal opportunity employer. We are committed to creating an inclusive workplace and providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, ****** orientation, age, citizenship, marital status, disability, gender identity, or veteran status. Our vision is to foster a work environment where everyone feels welcome and empowered to succeed.
To learn more about haku, visit www.hakuapp.com.
Follow Us: LinkedIn, Instagram, Facebook, Twitter
YOUR LIFE AT HAKU
Our state of the art, stunning offices overlooking Biscayne Bay in Miami are home to a diverse, thoughtful, and dynamic group of passionate professionals. We love solving challenges, fostering strong relationships with our customers, creating innovative technology, and winning together as a team - we think you'll love it too.
As a Team Member, You'll Be Eligible To Benefit From:
Flexible PTO + paid holidays
Top-quality benefits package (Health, Dental, Vision, STD, LTD, and Life Insurance)
401k with employer matching (after 90 days)
Hybrid work model
Parental Leave: paid parental leave for birthing and non-birthing parents (after 1 year)
Professional Development Reimbursement (after 6 months)
Monthly credit towards wellness activities (gym, meal plans, mental health costs)
Free access to wellness subscriptions, mental health and financial planning platforms
Discounted rates for pet insurance and voluntary life insurance and exclusive employee discounts through Perkspot
Company-paid parking in the heart of Brickell
State-of-the-art Apple computer and accessories
Wellness activities, happy hours, and company-wide fun events
Top-of-the-line office facilities, including an on-site gym and wellness center, fully stocked kitchen, and more
WHAT YOU’LL DO
Manage a portfolio of enterprise event organizations and monitor events’ success
Build strategic partnerships with key customers by being a trusted partner and subject matter expert in all haku products, features, and services
Identify opportunities to deepen customer relationships across the customer lifecycle
Answer customer questions, resolve problems, and maintain customer satisfaction by providing problem-solving resources and partnering with other subject matter experts within the organization
Provide comprehensive training to both new event organizers during the onboarding process and existing customers, covering all haku products, including any new features and updates
Contribute to the development of haku’s customer experience process documentation and tools/templates
Document customer feature requests and work closely with engineering and product teams to prioritize incoming requests
Work cross-functionally on projects with various teams across the organization
Collaborate with Participant Support, Product, Engineering, Business Development, and other internal teams by effectively utilizing internal tools to address and resolve issues
Ability to pull, summarize, and appropriately share insights with customers and cross-functionally
WHO YOU ARE
College education in Business Administration, Marketing, Communications, Accounting or Finance is preferred. Master's Degree is preferred but not required.
2-3 Years of Customer Success or Account Management experience
Detail-oriented with excellent interpersonal, presentation, written, and communication skills
Ability to learn, understand, and use technology
Efficient, highly organized, and can prioritize tasks
Proactive attitude with a passion for providing amazing service and support to every customer
Mastery in pivoting and adjusting to meet the needs of ambiguous situations or environments
Self-Starter with an excellent ability for problem-solving and intellectual curiosity to seek out answers until a topic is fully comprehended
Experience in identifying customer retention risks and building effective risk mitigation strategies
Travel of 5-10% is required as part of the role to support our customer's events
MORE ABOUT HAKU
haku is an all-in-one technology platform for event management, registration, fundraising, marketing, and participant engagement. Purpose-built for endurance events and nonprofit organizations, haku removes the frustration of rigid systems, limited insights, and manual processes by bringing everything together in one integrated solution.
Our customers include some of the most recognized organizations in sports and philanthropy, such as the Marine Corps Marathon, the Philadelphia Eagles, the Bank of America Chicago Marathon, the Big Sur Marathon, Team in Training, the Colon Cancer Coalition, and many more.
We are proud to be a minority-owned business and an equal opportunity employer. We are committed to creating an inclusive workplace and providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, ****** orientation, age, citizenship, marital status, disability, gender identity, or veteran status. Our vision is to foster a work environment where everyone feels welcome and empowered to succeed.
To learn more about haku, visit www.hakuapp.com.
Follow Us: LinkedIn, Instagram, Facebook, Twitter
