We're looking for an experienced Systems Administrator to plan, design, and maintain our customer experience tools.
Reporting to our Workforce Manager, you'll recommend and influence implementation and user experience of our CX tools portfolio. You'll collaborate with customer experience stakeholders to define user requirements, build and iterate on our tools, negotiate with software providers, and leverage your expertise to drive the best possible customer and CX member satisfaction.
In your day-to-day, you will:
* Plan, design, and maintain CX tools and systems to include CRM, email, text, chat, telephony, and data and reporting tools * Identify opportunities to streamline or automate processes to improve the customer and customer experience team experience. Which may include implementation of new products. * Manage vendor system requirements, such as storage and user count for all systems. * Maintain user accounts for the various system performing audits to ensure data integrity * Drive data-sharing and collaboration with management * Design and improve service models and workflows * Provide technical support to end users, diagnosing and resolving problems.
* 3-5 years of proven experience managing CX tools and CRM systems (ZenDesk a plus) * Certified CRM administrator (preferred) plus experience with CX tools integrations, channels, global roll-out, and optimization * Able to tackle complex CRM issues with a passion for execution, implementation and improvements * Ability to motivate and influence cross-functional teams * Creative problem solving abilities, and a proven track record of thinking\"outside of the box\" * Able to draw insights from data, and deliver actionable plans * All around team player, fast self-learning individual * Smart, problem solver * Loves getting shit done!
Lemonade is a licensed insurance carrier offering renters and homeowners insurance powered by artificial intelligence and behavioral economics and driven by social good. Instead of brokers and bureaucracy, we use bots and machine learning to create an insurance experience that is instant (90 seconds to get insured!), affordable (policies start at $5/month), and paperless.
Founded by Shai Wininger and Daniel Schreiber and backed by SoftBank, GV, Sequoia, General Catalyst, Aleph and others, we're transforming insurance from a necessary evil into a social good by injecting technology and transparency into an industry that often lacks both.
We believe in doing things differently, pushing boundaries, and questioning everything. And as a Certified B-Corp insurance, we incorporate our values of doing good into everything we do - from our business model to our office culture.
Associated topics: business advisory, business analyst, business systems analyst, consult, consultant, crm, customer, market, marketing, sales