About the Role:

SISTAIN is seeking a passionate and proactive Remote Customer Experience (CX) Manager to champion our customers' needs and drive positive interactions with our brand. This is a part-time, fully remote position requiring approximately 10-15 hours per week with flexible scheduling. You will play a crucial role in understanding our customer journey, identifying areas for improvement, and implementing strategies to enhance overall satisfaction and loyalty. A key aspect of this role will be managing our customer service platform, Gorgias, and collaborating with our virtual assistants to efficiently resolve all order-related inquiries.

Responsibilities:

• Customer Feedback Analysis: Regularly monitor and analyze customer feedback from various channels (e.g., surveys, reviews, support tickets, social media) to identify trends, pain points, and areas of opportunity.
• Identify Improvement Opportunities: Based on data analysis and journey mapping, proactively identify areas where the customer experience can be improved and propose actionable solutions.
• Develop CX Strategies: Assist in the development and implementation of customer experience strategies and initiatives aligned with business goals.
• Gorgias Platform Management: Oversee the day-to-day operations of our Gorgias customer service platform, including workflow optimization, rule management, and agent performance monitoring.
• Virtual Assistant Collaboration: Work closely with our virtual assistants to ensure efficient and accurate resolution of customer inquiries within Gorgias.
• Documentation: Maintain clear and organized documentation of CX findings, strategies, and initiatives, as well as Gorgias configurations and virtual assistant protocols.

Qualifications:

• Proven experience in a customer-facing role or a role with a strong focus on customer experience (e.g., customer support, account management, CX analysis).
• Experience collaborating with or managing virtual assistants or automated customer service solutions.
• Excellent analytical and problem-solving skills with the ability to interpret data and draw meaningful conclusions.
• Strong written and verbal communication skills, with the ability to present findings and recommendations clearly and concisely.  
• Ability to work independently and manage time effectively in a remote environment.  
• A genuine passion for understanding and improving the customer experience.

Bonus Points:

• Previous experience managing and optimizing customer service platforms, preferably Gorgias.
• Experience with CX survey tools and analysis.
• Familiarity with customer journey mapping methodologies.
• Experience working in a remote team.

Training Requirement:

While prior experience with Gorgias is a significant plus, it is not strictly required. However, candidates without prior Gorgias experience will be required to dedicate their first week to completing all necessary training courses to become proficient in the platform.

Time Commitment and Flexibility:

This is a part-time position requiring approximately 10-15 hours per week. We offer flexibility in scheduling, allowing you to manage your hours to best fit your needs, within reasonable alignment with team collaboration.

To Apply:

Please submit your resume, portfolio (including examples of video content you've created), and a brief cover letter outlining your experience and why you are a good fit for this role to hello@thesistain.com.  In your cover letter, please also describe your approach to developing a social media content calendar and how you would collaborate with us on this process.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status