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Firework is the world’s leading unified video commerce platform that empowers its global partners to personalize the customer experience and engagement at scale. Firework bridges the offline and online for a robust omnichannel immersive brand experience cultivating a deeper emotional human connection between our partners and their end consumers. We are customer-centric and inspired to win together offering total solutions with endless possibilities to help our customers increase purchases and conversions using the power of video. At the heart, we are a global and diverse team of “SuperSpark” creators, entrepreneurs, life-long learners, and data geeks driven by the future of authenticity to transform commerce. Firework has raised over $235M to date, with its latest Series B round led by SoftBank Vision Fund 2. Come reimagine the online customer experience with us.About Boutir Boutir is a one-stop video-centric online business platform where merchants can handle shop opening, daily operations, video shooting, and even product-selling livestreams. It’s also a phygital platform that helps shop owners bring a physical shopping experience and a human touch to their online shops. With our industry-leading technology, Boutir brings the next generation video shopping experience to consumers and merchants that increase engagement and conversion. Summary Our team is growing! We’re looking for an experienced Customer Success & Support leader to spearhead a small team dedicated to ensuring customer satisfaction and success. Your efforts will not only help cultivate a positive reputation through reviews and referrals but also drive customer renewal rate. Join us in revolutionizing the way commerce is conducted and be a part of our dynamic team as we shape the future of online and offline businesses. What you’ll be doing Own, drive and manage the end-to-end customer experience, ensuring customer satisfaction, renewal and upsell Help optimize the Customer Success & Support operation to improve processes and effectiveness of the team Interact directly with customers to provide exceptional support and guidance throughout their journey with our products Collaborate with cross-functional teams to identify and resolve technical issues, ensuring timely resolutions and customer satisfaction Provide training sessions for customers, both in-person and online, ensuring customer has a strong grasp of product capabilities Contribute insights and feedback to drive product enhancements and improvements based on customer interactions and needs Stay up-to-date with industry trends and best practices to continuously enhance the customer service experience Help develop tutorial content that advance our feature adoption and grow our customer’s business We’ll be excited if you have Tertiary education or equivalent, with at least 4 year’s customer support / success experience, preferred in e-commerce but not necessary Excellent customer service skills, effective interpersonal, presentation and communication skills Good command of spoken and written in English, Mandarin and Cantonese Previous working experience in SaaS / POS / payment / logistics company a plus Positive attitude, patient with people and willing to learn High attention to detail and the ability to multitask, meet deadlines, and thrive in a fast-paced, start-up global environment Must possess a team-first mindset; previous people management experience a plus Balanced mix of creative and analytical skills Knowledge of and interest with the competitive digital landscape Must be proficient in Cantonese and English language. As a hybrid office-centric company, we are looking for candidates in Hong Kong Area. Don’t hold back We understand some candidates may see the above and not apply because they don’t meet all the qualifications. We encourage you to apply anyway; we often find talented candidates that fit many other opportunities we have and look for potential too, not just what you did in the past. As an equal employment opportunity employer, we are a diverse team that strives for an inclusive environment for all. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, age, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. Notice to Third Party Recruitment Agencies Please note that while Firework and its subsidiaries appreciate agency outreach, we currently do not accept unsolicited resumes from recruiters or employment agencies. In the absence of an executed Recruitment Services Agreement, there will be no obligation to any referral compensation or recruiter fee. In the event a recruiter or agency submits a resume or candidate without an agreement, Firework and its subsidiaries reserve the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency.By submitting your application, you acknowledge that you have read and understood Firework's Applicant Privacy Policy located at: https://firework.com/legal/applicantpolicy/.
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