HelloFax is looking for a gung-ho person to join us a Customer Support/Community Manager. We’re looking for someone to immerse themselves in the customer experience and be an advocate for customer needs. The ultimate measure of this role will be measured in customer satisfaction and retention. As part of this, there is the expectation that this role will continue to build a community of loyal HelloFax customers, which is vital to the company’s success.<p>Primary responsibilities<p>Customer Support
-Answer all tickets in a speedy and satisfactory manner
-Create knowledge base of known problems and inefficiencies
-Communicate regularly with engineering/product team about trends in customer issues
-Cultivate sales/BD leads to be turned over in best manner for success<p>Customer Programs
-Develop customer success stories (blog posts, white papers, etc)
-Maintain list of referenceable customers (for press and BD)
-Develop unique content on site to improve customer knowledge and experience<p>Customer Retention
-Manage email campaigns for retention purposes
-Develop marketing campaigns targeted at upsell
-Develop other loyalty campaigns<p>QA
- Organize and manage manual QA testing tasks
- Troubleshoot and recreate customer problems to report to engineering team<p>Other
- Every startup grows and evolves based on current needs. Just be awesome and flexible
- The role is based in San Francisco. So, you'd need to be local or willing to move.<p>Interested? Email us at jobs (at) hellofax.com