Customer Support Lead
Description
Creative Market is the world’s leading marketplace for design - a platform where creators from across the globe buy and sell digital high-quality design assets. We’re passionate about building tools and experiences that make design beautiful, effective, and accessible to everyone.
With many jobs, you have to pick between having a huge impact on the organization (small team) or having a huge impact on the world (big product), but at Creative Market - you get to do both! You get to work on a digital asset marketplace, as part of a fully remote team, that has more than 4 billion quality resources created by artists in over 190 countries around the world.
At Creative Market, we serve a global community and we need a diverse team to do that successfully. Women; people of color; members of the LGBTQ+ community; and people of all backgrounds, religions, gender identities, individuals with disabilities, and veterans are strongly encouraged to apply. We provide an accessible candidate experience, and if you need any accommodations or adjustments throughout the interview process and beyond, please let us know. We’re dedicated to fostering an inclusive and diverse environment for employees from all walks of life.
We’re building a fully remote team across Canada and the United States. We believe that creative collaboration can happen anywhere, and that working remotely shouldn’t have to mean sacrificing a sense of cohesion, community, and connection. We’ve seen that by combining thoughtful collaboration, frequent communication, and the freedom for people to be their authentic selves, you can do your best work and inspire others to do the same.
About the role:
The mission of our Support team is to build user trust and engagement by acting as the voice of our users, creating value-adding education and resources, swiftly providing reactive support, and focusing on user success by proactively planning for future needs. As the leader of our growing team, you’ll be responsible for ensuring that our customers receive high-quality support and assistance with any issues. You will be responsible for developing and implementing customer service policies and procedures, monitoring team performance, and ensuring that all service level agreements are met.
As a Customer Support Lead, you'll be responsible for:
- Managing, and coaching, a team of customer support specialists.
- Training new hires and providing ongoing training to the Support team.
- Owning the various tools we use to assist our customers, including Zendesk, Facebook, Twitter, and TrustPilot.
- Supporting mission-critical functions, such as payouts and fraud management.
- Handling escalated customer inquiries and complaints.
- Developing customer service policies and procedures.
- Monitoring and evaluating team performance to ensure that service level agreements are met.
- Analyzing customer feedback and identifying areas for improvement.
- Communicating with other departments to report bugs and feature requests.
- Identifying and implementing new processes and technologies to improve customer support.
We're looking for:
- A people leader with expert coaching skills. You can identify growth paths for each team member so they can take their career in the right direction based on their individual needs.
- Someone who knows the ins and outs of Zendesk. We use Zendesk as our primary tool to assist our customers.
- Someone who takes a team-first approach, and believes that we’re better when we work together towards a goal. We’re looking for someone to develop a strong support team culture.
- A great communicator. You’re a stellar communicator and can express yourself well through email, chat, and video communication.
- Someone who authentically cares about the world and team around you, and always look for ways to impact the common good. You approach your work without ego and focus on the success of the team.
- Experience in supporting customers in an e-commerce digital marketplace setting and prior knowledge of the digital asset space. This would be a bonus!
Benefits
At Creative Market, you’ll join a diverse team dedicated to learning, teaching, and growing; as individuals, as a team, as a business, and as a community. As a workplace, we pride ourselves on doing right by our employees, and have a benefits package that makes being a part of the Creative Market team a dream job and something to be really proud of:
- 100% remote: so you can work where you feel most comfortable and inspired.
- Stay healthy: generous medical and dental for both you and your dependents.
- Relax and unwind: with plenty of paid vacation, and paid sick time for when you need it.
- Paid volunteer days: for you to spend giving back to non profits/organizations that are important to you.
- Celebrate: we observe both US and Canadian holidays - and a whole week of rest in December.
- Family leave: paid time off for when your family grows.
- Save up: put pre-tax savings into a 401k/RRSP - we’ll match a portion of your contributions.
- Fitness fund: to help you feel your very best.
- Equipment fund: so you can deck out your home office.
- Monthly coffee budget: grab that latte - it’s on us.
- Learning and development: keep growing with paid courses, books, and conferences.
- Hang out: we get together at least once a year for some in-person face time.
- Pro tools: MacBook Pro (or Air) and all the tools you need to do a great job.