Job Directory Customer Success Systems Specialist

Customer Success Systems Specialist
San Francisco, CA

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Job Description

Redbubble was born in 2006 in Melbourne (pronounced Mehl Bihn). The dream was simple. Give independent artists a meaningful new way to sell their creations. Today, we connect over 700,000 artists and designers across the planet with millions of fans. As for us? We're passionate, imaginative, and a little offbeat. An inspired mix that's helped artists earn over 100 million since launch. (We're also nice, well-balanced folks with lives outside of work.)

Do you wake up every morning wondering "how can I make things maybe even just a touch brighter for those around me today?" We do. At the center of everything are our artists and our buyers. And, our super awesome Customer Satisfaction and Net Promoter Scores prove it! But great customer experience is more than just a score, it's a feeling. To help us get even better, we are looking for a Customer Success Systems Specialist who loves problem-solving and digging into the technical guts of a platform to really understand what makes it tick. Most importantly, you can leverage the power of both channels and systems to maximize a customer's experience on Redbubble when they need help and support from us.

The impact you will drive…

* Maintain, optimize, and troubleshoot Redbubble Customer Success systems, to support customers and artists, as well as our global support team
* Partner with subject matter experts and CS data analysts to create, coordinate, and audit processes and channel efficiency in all CS tools
* Manage Zendesk/Help Center technical application across multiple Redbubble dependencies
* Create successful relationships with other teams in Redbubble across shared tools, and coordinate work with 3rd party vendors
* Manage account provisioning and monitor CS tool usage across all teams in Redbubble

You are...

* An innovator, always looking for the newest opportunities to enhance our systems with exciting features to provide the best experience for our customers and internal users while streamlining costs
* A detective, with a healthy interest in deciphering and understanding different complex systems, and finding new ways to optimize them
* An excellent communicator, building healthy relationships with other teams and 3rd party contractors across different platforms
* An audit master, you delight in creating robust frameworks to measure efficiency and system health

You stand out because you've acquired…

* Familiarity with the internal workings of Zendesk as a customer support tool
* Experience with customer-facing web-based support
* Ability to understand complex technical concepts
* A knack for solving the toughest of problems, both collaboratively and autonomously

Some of what you'd come to expect when you join the RB family...

* Meaningful work that allows you to fulfill your purpose by doing the biggest job you've ever done for a mission you believe in
* Generous paid vacation, sick leave, flexible work arrangements and parental leave programs that provide you the balance you deserve
* Ergonomic work environments, kitchens stocked with nourishing options to keep you healthy and happy
* A belief in our future with generous discounts on our site and substantial recruiting referral incentives
* Through living out our shared values you will be granted the courage to fail fast and have fun as you embrace new challenges in a safe, inclusive environment

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