Ballotpedia seeks a 100% remote, full-time Customer Success Specialist to join its collaborative Communications Department.
The Customer Success Specialist is a vital part of Ballotpedia’s mission, acting as the first point of contact for our readers, candidates, and various audiences. This role demands a balance of reactive and proactive approaches to ensuring high-quality customer service and continuous improvement of our reader engagement processes. The ideal candidate is passionate about our mission, possesses strong research and communication skills, and is dedicated to providing exemplary service. They will manage inbound reader and candidate emails to address their questions and concerns, conduct bi-annual reader surveys, and track other customer experience metrics to measure and analyze Ballotpedia’s audiences' satisfaction with our organization's products and services to others.
The ideal candidate is empathetic, resourceful, and strongly desires to serve others. They are skilled in remote, email-based customer service, working with teammates from various departments and all levels to troubleshoot technical and complex issues. They thrive in a collaborative environment, demonstrating humility and a commitment to our core values while striving for excellence in all interactions.
Key Responsibilities:
Customer Service:
- End-to-end management of customer email inquiries using HappyFox, a helpdesk software.
- 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, a core Ballotpedia product.
- Deliver detailed reports on metrics and customer feedback.
Reader Engagement:
- 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.
Department Support:
- 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.
Qualifications:
Qualifications for an ideal Customer Success Specialist include:
- 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.
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