Customer Communication Specialist Jobs

Company Description

Take a seat on the Xplor rocketship and join us as the Vice President Global Strategy and Insights to help people succeed across the world.

From dropping your kids off at childcare, getting something at home repaired, going to the gym or a fitness studio, to picking up your dry cleaning — our software, payments, and commerce-enabling solutions help everyday life businesses to overcome obstacles and form great relationships with their customers.

We are looking for an inspired, process-driven, and strategic thinker who is passionate about empowering customers to obtain the most value from the software, services, and tools they purchase. As a customer communication specialist, you will report to the Vice-President of Operations and will be responsible for developing and executing an external communications strategy to provide timely and valuable product and service insights to our customers.

You will partner with internal teams to develop communication templates, formulate content, establish communication schedules, and leverage technology to distribute communications to the target audience across product lines. Your strategy will include in-app notifications, message templates, custom emails and other digital assets. You will be tasked with communication program maintenance and recommendations for improvement. You will oversee the impact of communication campaigns following established KPIs and regularly report results to the leadership team.

Responsibilities

• Work closely with internal partners to define communication requirements and plan for upcoming changes.
• Own KPI Reporting related to external communications, present results to key stakeholders, and make recommendations for improvement.
• Maintain alignment between Customer Experience, Product, and sales/marketing campaigns.
• Partner with subject matter experts to write professional, accurate, clear, and concise customer-facing content.
• Assist with the development and execution of a multi-faceted customer communication strategy to enhance the customer experience. This will include (but is not limited to) communications for product updates and releases, support availability and announcements, new customer onboarding, learning and development programs, and proactive customer nurturing campaigns.
• Perform additional communication-related activities as required by the business.
• Create standardized templates to be used towards future communication campaigns.
• Monitor communication metrics to review the effectiveness and identify any issues.
• Setup and control deployment of customer communications to the intended target audience across various software applications
• Establish standard voice and tone for customer communications across varying audiences and maintain consistency across our brand.
• Provide awareness of customer communication campaign initiatives proactively to internal partners

Qualifications

• Excellent verbal and written communication skills with the ability to convey complex ideas to non-technical parties
• Experience deploying communications through software applications. Experience automating communications through Intercom, Salesforce, HubSpot, and Gainsight is a plus.
• Understand and able to report key communication metrics such as bounce rate, open rate, click-thru rate, tool analytics, etc.
• Team player, able to develop solid internal business relationships with stakeholders
• Organized and able to effectively manage various projects/tasks simultaneously within tight deadlines. Experience in project management is a plus.
• Effective critical thinking skills and strong attention to detail
• 3+ Years of related business experience. Preferred to have direct experience writing and managing customer communications.
• Extensive experience with Excel, Word, Outlook, PowerPoint, Visio, and ad hoc reporting software
• Customer-centric, with a track record of designing great customer experiences.

Minimum Qualifications

• Will require relevant business writing samples (3-5 expected)
• Bachelor's Degree or equivalent work experience

Additional Information

Some of the perks of working with us:

• Competitive Gender Neutral Paid Parental Leave
• A collaborative, team environment with people who truly love what they do
• Health, Life, Dental, Vison, 401K Match, Paid Holidays, Flexible PTO
• Access to mental health support
• Unparalleled opportunities to learn and accelerated career development

How to apply?

To start your application with us, please submit your CV and a cover letter and we’ll be in touch as soon as we can. Please include the word "moonshot" at the top of your cover letter so that we know you really took the time to read our job ad.

More About Us

Xplor Technologies is a global platform integrating SaaS solutions, embedded payments, and Commerce Accelerating Technologies to help businesses succeed. Xplor provides enterprise-grade SaaS solutions for businesses in “everyday life” verticals: Childcare & Education; Fitness & Wellbeing, Field Services and Personal Services – and a global cloud-based payment processing platform.

Xplor Technologies serves over 78,000 customers that processed over $36 billion in payments, operating across 20 markets in 2022.

Good to know

To be considered for employment in the United States, you must be legally authorized to work in the US. Xplor does not sponsor visas, either at the time of hire or at any later time.

To learn more about us and our products, please visit www.xplortechnologies.com/us/careers.

We also invite you to check out our Candidate FAQs for more information about our recruitment process www.xplortechnologies.com/us/recruitment-faqs.

Xplor is proud to be an Equal Employment Opportunity employer. We're dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability, veteran status and age. Applications are encouraged from all sectors of the community.

All Information will be kept confidential according to EEO guidelines.

Xplor is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Xplor will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact us via [email protected].

We’re committed to replying to each application and look forward to getting in touch with you soon.