Customer Experience Associate

Summary

Join Ambrook, a Series A startup focused on sustainable finance for family-run businesses, as a Customer Success Manager. You will be responsible for creating an exceptional customer experience, ensuring top-tier support, and optimizing processes. This role involves managing inbound support, facilitating onboarding, and translating user insights into product improvements. You will collaborate with various teams, including Growth, Design, and Engineering, to enhance the customer journey and drive product development. The position offers a flexible work environment, competitive benefits, and opportunities for professional growth within a mission-driven company.

Requirements

• Deliver the kind of care that gets our customers excited about bookkeeping
• Poise of a seasoned hospitality expert, ready to bring that same polished, human touch to a software product

Responsibilities

• Own: Customer success, product feedback, user community, compliance
• Teach: Operational excellence, how to effectively translate user insights into product specs
• Learn: Business use cases and pain points of ag stakeholders
• Improve: Customer and community trust, support SLAs, financial services readiness
• Manage inbound support queries across multiple platforms
• Facilitate amazing producer experiences through customer success work
• Create documentation or forums that enable customers to succeed with our products
• Implement products and processes to track the customer journey across multiple channels
• Collaborate in new feature launches with customers through email and in-app communication and documentation
• Become an expert in the product: Translate customer feedback into product insights and marketing experiments via cross-functional collaborations with Growth, Design, and Engineering teams
• Adapt testimonials into shareable customer story content to increase industry trust and brand awareness
• Build an end to end customer experience that connects customers with resources distributed through Ambrook and through partners, including Ambrook Education, agribusinesses, academia and nonprofits
• Handle any financial services disputes and build a support enablement playbook
• Identify opportunities to increase retention through user forums, educational offerings, and in-product workflows
• Proactively project manage compliance requirements for an expanding portfolio of financial and sustainability offerings
• Foster a culture of operational excellence, helping define SLAs and KPIs for the Operations team

Benefits

• Healthcare (medical, vision, dental)
• Flexible location (remote or NYC/SF office spaces available)
• Flexible work hours
• 401k with matching contribution
• Parental leave (8 weeks fully paid)
• Technology equipment
• Additional perks including office / remote work stipend, wellness stipend, farm immersion stipend, professional development stipend, and team retreats