We are looking for a Customer Support Specialist & Commercial Analyst for a well-established play company. Even though it's an independent role, you interact with all aspects of the business, leveraging your experience to ensure the satisfaction of our team members and helping our customers who use our products.  

You will report directly to the Chief Commercial Officer and will work closely with our internal teams.

****This is a maternity cover position****

What’s in it for you? 

Excellent compensation | Innovative company | Hybrid work

Responsibilities: 

  • Manage customer communications through email and app store review channels.
  • Adapt to customer needs to deliver a human and consultative support experience through creative problem-solving and a thorough knowledge of how the company products work.
  • Organize internal social events in partnership with others.
  • Undertake additional ad-hoc tasks, potentially including future project management.
  • Assist in preparing monthly performance reports.
  • Assess company and client needs, review robust information, and analyze it, looking for trends or areas for improvement.
  • Create customer support reports for the Producers so they can review their individual products’ performance.
  • A/B Testing - Set up various tests, such as pricing experiments, within the Firebase platform.
  • Provide reports on the outcomes of A/B tests and their impact.
  • Configure and evaluate product page A/B tests, including elements like app icons, on Apple and Google platforms.
  • Keyword Optimization: Monitor and report on keyword rankings. Offer recommendations for keyword optimization strategies. 

Requirements:   

  • 2+ years in a similar role.
  • Ability to effectively manage customer communications through various channels, including email and app store reviews.
  • Capacity to adapt to diverse customer needs and provide consultative support using creative problem-solving techniques.
  • Prior customer service experience, using Zendesk is essential.
  • Capability to organize and coordinate internal social events collaboratively with team members, demonstrating effective event planning and management abilities
  • Competence in assessing company and client needs, analyzing data to identify trends and areas for improvement, and preparing detailed reports on performance metrics.
  • Proficiency in conducting A/B testing, including setting up tests within platforms like Firebase, evaluating outcomes, and providing reports on the impact of these tests.
  • React well to change and anticipate needs.
  • Proactive, work on your initiative, and can progress tasks independently with good attention to detail.
  • Time management skills with the ability to prioritize and multitask.
  • Adapt quickly to changing priorities and customer needs.
  • Excellent communication skills and interpersonal skills.

If you think you are the right person for the role we are looking forward to meet you. Apply via Prosperity now!  

Apply Now