Customer Experience Executive
Description
Glorify is a fast-growing business on a mission to become the world’s largest digital platform for the 2.5 billion Christians there are, worldwide. We are looking for a Customer Experience Executive to join our growing team. This position is perfect for you if you have a genuine passion for creating an excellent customer experience.
Glorify utilizes bite-size readings, meditations, music and gamification techniques to enable people to spend daily time with God. Having successfully launched in key Christian markets in the UK, US, and Latin America, Glorify has achieved over 15 million downloads and millions of monthly active users; both through individuals and organizations.
About the role
As a Customer Experience Executive, you will be the voice of our Portuguese and English speaking users. You will aim to deliver the best experience to Glorify users in order to maximize customer satisfaction and retention. Every Glorify user is a unique individual and we want their experience with us to be personalised and memorable. This position requires you to take ownership of the user’s experience and provide exceptional customer care.
We emphasize that you don’t need to be a Christian to work here. You do however need to share our passion in striving for excellence in everything we do. Our main focus is on growing a fantastic team who puts the needs of our users first.
Key responsibilities:
- Respond to messages from users via email, app store and social networks channels (Instagram, Facebook, Twitter, etc.) in Portuguese and English
- Provide technical support to users and flag technical issues in the app to relevant staff
- Advise users on subscription policies and provide support for related issues
- Prepare weekly and monthly reports
- Contribute insights for process improvements and creation of new products based on requests from our users
- Provide relevant information to interested teams on a daily basis, such as the Content and Product teams, in order to ensure that user requests are properly resolved
- Support in reviewing content from other departments such as Marketing or Content
- Participate in global meetings led by Glorify professionals who are based around the globe.
Requirements
Skills and qualifications
- Fluent in Portuguese and English - mandatory
- Excellent verbal and written communication skills
- Strong attention to detail
- Good at solving problems and able to identify the root cause of different issues
- Knowledge and understanding of mobile applications and the ability to understand technical terms
- Able to identify patterns and trends, and is comfortable gathering information from different sources to present in reports
- Experience in customer service/customer experience
- Basic Microsoft Office skills (ability to use Excel spreadsheets as well as preparing PowerPoint presentations)
Values and attributes
- A customer-first mindset
- Strong time management and organization skills
- Acts with urgency when needed and knows how to prioritize
- Proactive and takes initiative
- Sense of ownership; able to work with limited supervision and is motivated to get the job done
Benefits
- Paid time off
- Public holidays off
- Competitive Salary
- Fantastic team to work alongside
Our Commitment to Diversity and Inclusion:
At Glorify, we are committed to fostering a diverse and inclusive culture where everyone can excel. We take great care to ensure that our hiring practices are inclusive and meet equal employment opportunity standards. Individuals looking for employment at Glorify are considered without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other protected characteristics.