The Customer Support Quality Benchmark Report for 2021 has been the nestside read for so many of you already but this - as they say in TV-commercials - is not it. On April 28 at 6PM GMT, we will open the discussion to understand, what quality support actually looks like. 

The cool cats in the panel are:

😺 Ryan Steinberg from Intercom,
😻 Kim Harley from Unbounce
😸 Aurore Lanchart from Support Driven
😼 and our own Martin Kõiva 

to share some of their best cases and stories.

🐾 Join us and grab your ticket: https://bit.ly/qualitybenchmarks

No more scrambling for notes, you can save the scrambling for your morning eggs 🍳

You asked, and we listened! With our Pins for Coaching feature:
📌 add notes on any agent directly into Klaus
📌 pin specific conversations and dashboard cards right into an agent’s or reviewer’s folder
📌 use the pinned information on their 1:1

Read more and try it out 👉 https://www.klausapp.com/blog/pins-for-coaching/

Job market can be like a box of chocolates - sometimes you want them all, other times you want only your favourites. Here at QualityTribe, our master-hunter mr. Klaus 🐈‍⬛ is always on a lookout of great offers. We will start sharing them every Wednesday, so keep your eyes open if you're looking for one now 👀

✨ Customer Success Director at Design Pickle - remote.
This role will involve working with heads of product, operations, and sales & marketing teams to drive retention and increased engagement on Design Pickle's platform with a proactive, data-driven customer success engagement model that allows for better optimization of customer success efforts.

✨ Customer Support Specialist (1-2) at PriceSpider - Irvine, California or remote
This role is responsible for managing incoming customer support issues and resolving them in a timely manner. The Customer Support Specialist ensures that customers of PriceSpider receive exceptional service when needing assistance regarding technical aspects of PriceSpider products and services, whether it be information, knowledge, or guidance on basic functionality or resolution around problems they may encounter when using or implementing PriceSpider products and services. 

✨ 14 different CX roles from Director of Professional Services to Success Managers at Lattice - San Francisco or New York
Lattice works with People teams across the globe to turn managers into leaders, employees into high-performers, and companies into the best places to work. They partner with 1,500+ companies around the world to make sure their employees are engaged and performing at a high level. Lattice embraces a culture that encourages and promotes professional growth and development, with continuous learning reimbursements.

✨ 12 different CS roles from Community Manager to Weekend Warrior at Zapier - remote
A company that is working remote since 2011 and is currently spread across 17 time zones in 28 countries. Their work is asynchronous and autonomous and yet, 100% distributed doesn’t hold them back from building bonds—daily conversation in chat includes non-work topics like #fun-cooking and #fun-scifi, weekly posts to company's blog show off pictures of pets and hobbies, and twice-annually, the people of Zpier come together for an all-team retreat that includes activities like crafting, basketball, karaoke, and rock climbing. 

Klaus and his friends from Intercom and Support Driven purr-oudly present the report that features hundreds of CX experts and their replies to the survey that we held earlier this year. We've gathered and analysed the info and can now share it with the community 

What’s inside:

⚡ Benchmark metrics for CSAT, IQS, FCR, CES and more.

⚡ How do you stack up against other companies in their space?

⚡️ Where should you invest time and resources to make the biggest impact?

LINK HERE!

#CX #cxstrategy #Customerservice #customerexperience

Automattic is hiring Happiness Engineer FT remote positions. It is an amazing opportunity for people passionate about building websites and who have great communication skills.

If the name's not familiar, then you sure know WordPress.com, WooCommerce, Jetpack, Tumblr, Simplenote, Longreads - Automattic is the company behind them all! Fantastic team and products! 

It's also notable that Automattic is a distributed, remote company with more than 1300 Automatticians in 75+ countries speaking 90+ different languages. This position can be based pretty much anywhere in the world.

If you are interested, please Sophie Conti (sophie.conti@automattic.com) and she can give you the inside scoop!

PS: one of my favourite job titles 😎

Coinbase is a name that requires no explanation in the world of crypto ⛓ In order to keep building a successful company, their CX team is dedicated to eliminating customer pain points, empowering their global user base via self-service and automation, and optimizing customer support interactions to create an effortless experience.

They are currently looking to fill 3 QA positions: check 'em out here:

👉 Quality Analyst, Client Services - Responsible for driving accuracy and customer insights for Coinbase Support by performing quality audits and data analysis across multiple channels as a domain expert.

👉 QA Manager, Client Services - Responsible for the management of customer support Quality Assurance for Coinbase’s institutional products such as Prime, Custody and Onboarding.

👉 Senior Quality Analyst - Responsible for driving quality for Coinbase Customer Experience by performing quality audits and analysis across multiple channels as a domain expert.

Next Monday (March 29) - some of the community members will take a look at the current status and future devs of customer support in e-commerce. 

The event is organised by Gorgias, and companies like Simplr, Thankful, Tushy, LateShipment and Klaus will join the discussion as panellists. 

Community members working in #e-commerce, your ideas in discussion and Q&A rounds would be much appreciated as there really is a fine line when it comes to balancing human interaction and automation (those moments when you send a message and have to clarify that it was really you and not a cat.. erm..robot who wrote this...). 

Info and registration here.

🐾

Over 300 respondents contributed to the 2020 Support Salary Report, written and analysed by Support Driven and Freshworks. 

See the report here.

Spotted this offer from Support Driven:

Joe McElhaney from Network for Good, Inc. is hiring an experienced Customer Success Operations professional (Senior Manager or Director title, depending upon qualifications) to my Customer Success team at Network for Good, Inc.

If you have been passionately building a career of scaling SaaS Customer Success Management teams by bringing together:

• Customer Success best practices
• Business process improvement
• Analytics
• Automation
• Integrating a tech stack (e.g., Zendesk, Intercom, Pendo, AskNicely, Five9, FullStory)
• CSM enablement

and want to help small nonprofits grow the good they do in the world, please apply!

Their Customer Success department is a distributed team, so I am entirely open to candidates outside the Washington, DC metropolitan area.

Originally posted to Support Driven's Slack.

Howdy!

I'm Triin and yesterday (!) I joined Klaus to become their new Community Manager. This means that I'll most definitely start hanging out here and in other corners, alleyways, and places where the cool cats hang around. The whole CX world is quite a new experience for me (just like seeing snow for the first time) but I'm already seeing lots of quality stuff here to read, learn and get inspiration from.

PS: my last name in Estonian means lynx so working in Klaus seems like a purrfect thing to do 😺