My core duty is providing compassionate, expert, and timely support to customers via phone, email, chat, and social media. Over time I've taken on additional responsibilities, to include:
- Managing customer interactions over Twitter and Facebook, developing official guidance for social media engagement with customers and training team members on those guidelines.
- Providing personalized support for corporate customers, acting as first-line sales and onboarding for small to medium sized companies.
- Consulting on and writing content for B2B customer success.
- Building a public help center from the ground up (over 60 articles and counting).
- Writing style, use, and content guidelines for content published in our knowledge base.
- Collaborating with multiple teams regarding knowledge base content, customer onboarding, and customer experience solutions.