Customer Experience Manager Jobs

Have you ever wanted to use your customer experience, account management, or community management skills to change lives? We are searching for someone passionate about improving the mental and emotional health of youth, adults, families, organizations, and communities worldwide.

Cope Notes uses daily text messages to improve mental and emotional health. Cope Notes helps to train your brain by interrupting negative thought patterns with positive stimulus on a daily basis, helping to create a mindful practice of mental wellness. It’s Peer support in your pocket through daily exercises, encouragement, psychology facts, and more, sent straight to your phone when you least expect it. We’ve exchanged over 1,400,000 texts and serve over 24,000 users in 97 countries.

You will join our small and impactful team as one of our first customer experience team members. You’ll support our growing number of users and be the main point of contact to ensure they get the most out of Cope Notes. You support the mission by delivering excellent enterprise-level service in a fast-paced, social-good startup environment!

RESPONSIBILITIES

• Manage various incoming communications through a range of channels, including phone calls, emails, chat, and social, escalating all necessary questions and concerns.
• Improve brand equity, brand loyalty, and the quality of the customer journey.
• Develop and implement growth and renewal strategies for existing accounts.
• Help customers get the most out of their subscriptions by improving messaging and marketing materials to address concerns and proactively answer FAQs.
• Seek customer feedback and work with relevant teams to implement product improvements.
• Work with customers and organizations from time of purchase to understand goals, and increase satisfaction, engagement, and retention.
• Maintain an active CRM ensuring information is accurate and up to date.
• Onboard and train new clients and partners and facilitate all aspects of post-launch support by developing strong relationships based on excellent communication and trust.

QUALIFICATIONS

• User experience, community management, training, or account management experience in an enterprise software company, ideally in a startup.
• Proven track record of successfully managing meaningful relationships with customers and partners across various verticals.
• Understanding of SaaS business metrics and their drivers.
• Experience working across teams to improve customer experience.
• Working knowledge of CRM systems.
• Outstanding time-management, task-management, and prioritization skills with a strong interest in automation and workflow processes.
• Experience planning leading presentations, and product demos.

ADDITIONALLY YOU

• Have the ability to work autonomously and collaborate within a small team.
• Are a quick learner, receptive to feedback, and eager to iterate and improve, in an ever-changing startup environment.
• Are customer-focused, motivated by our mission, and excited about building and delivering the best product and support to actively help people.
• Quickly assume responsibility and initiative and willing to take ownership of multiple projects at once.
• Are filled with a deep desire to positively impact the world.
• Are highly organized, data-driven, and skilled at time and project management.
• Dream big and approach opportunities in creative ways to come up with new solutions.

WORKING WITH US

Cope Notes is a mission-driven company that helps people all around the world improve their mental and emotional health daily. We work with governments, businesses, schools, families, and even individuals like you every single day to stop stigma and save lives.

Plus, we’re not afraid to have a bit of fun while we’re at it. We know that a sense of humor goes a long way and that work-life balance is essential to self-care. A career with Cope Notes provides a profound sense of purpose and tremendous opportunity for rapid advancement in a fast-paced, hands-on, uniquely positive, laid-back startup atmosphere. Our team enjoys the flexibility to manage their own schedule and the creative license to shape strategy, messaging, product, culture, and more.