Customer Success Specialist

Summary

Ballotpedia is seeking a remote Customer Success Specialist to join its Communications Department. The role involves managing customer inquiries, conducting reader surveys, and supporting department projects. The ideal candidate has a passion for the company's mission, previous customer service experience, strong communication skills, and analytical abilities.

Requirements

• A demonstrated passion for Ballotpedia’s mission
• Previous experience in customer service or a related field, ideally in a remote work environment
• Excellent written communication skills, with a strong ability to write clear, error-free, and informative emails
• Self-starter with a proactive approach to customer service
• Strong research skills to effectively address and resolve customer inquiries
• High level of empathy and a genuine desire to help others
• Ability to troubleshoot technical issues and seek out information when needed
• Strong analytical skills to collect, analyze, and report on customer feedback and data
• Resourceful problem-solving abilities to improve processes and operations
• Strong organizational skills and attention to detail
• Comfortable using email-based customer service platforms, such as HappyFox
• Ability to work independently and manage time effectively
• Collaborative team player with a positive attitude
• Willingness to continually learn and adapt in a dynamic work environment
• Ability to handle periodic ‘on-call’ responsibilities on weekends

Responsibilities

• End-to-end management of customer email inquiries using HappyFox
• Route information to and collaborate with other Ballotpedia teams and staff to successfully resolve reader and candidate issues
• Respond empathetically and efficiently to incoming questions, comments, and concerns from readers and candidates
• Manage and improve processes associated with handling inquiries to optimize responsiveness and efficiency
• Support candidates in completing and verifying their Candidate Connection surveys
• Deliver detailed reports on metrics and customer feedback
• Conduct, review, and report on regular reader surveys to measure customer satisfaction and affinity for Ballotpedia
• Identify opportunities to enhance reader and candidate engagement
• Contribute to special projects aimed at improving reader engagement and experience
• Help with planning and projects alongside other team members in the Communications Department
• Complete additional responsibilities, including copy editing, document reviews, proofreading, and periodic on-call weekend/election monitoring, as needed

Benefits

• The starting pay range for the Customer Success Specialist is $44,000-$49,000 and will be commensurate with experience
• In addition to salary, Ballotpedia offers performance bonuses
• Ballotpedia offers a $8,000 annual benefits stipend, which can be used to pay for a full benefits package, including health, vision, and dental insurance; retirement accounts; and more
• Ballotpedia has a flexible work environment, BP Flex, in which every employee enjoys unlimited vacation and flexibility in scheduling