Customer Support Zendesk Admin - eCommerce

Top Reasons to Work with Us:
Since 2010, the Emazing Group has been the comprehensive e-commerce solution for passion-driven consumer lifestyle brands. With unique and innovative brands such as EmazingLights, iHeartRaves and INTO THE AM, The Emazing Group has successfully created and scaled market-leading companies, empowering a lifestyle of self-expression one individual at a time.
Get an inside look into our office and culture at: Upgrade to see actual info/careers

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-We were featured as one of the best companies ever on Shark Tank (Deal with Mark Cuban & Daymond John)
-Top Workplace Award In Orange County, CA and Certified Great Place To Work
-Entrepreneur 360 - Ranked #128 best small business
-Join the #189 fastest growing private company according to Inc. Magazine 5000
-Featured on Rolling Stone, Yahoo Finance, Inc. Magazine, Business Insider, CNBC, MTV, ABC's Shark Tank, LA Weekly, MSN, and more.
-Enjoy the autonomy/flexibility to be creative in a highly driven environment.
-Join a tight-knit team with opportunities for growth
-Great culture. Our headquarters is an environment where everyone is driven to make the company and themselves successful.
-7 Core Values that shape our company culture: Upgrade to see actual info

You will have the autonomy to make decisions and the opportunity to master your skills. The Customer Improvement Specialist will work with the Customer Support Manager and Customer Support Director to drive continuous efficiency improvements. If you love to analyze data, improve processes, and implement new apps then this is perfect for you!

This role reports directly to the Director of Customer Support.

Responsibilities:

-Analyze key metrics like CSAT, cost to serve, FRT, one-touch resolution to identify areas to improve on and create and develop a plan to execute.
-Review the Voice of the Customer data and use this data to help make decisions.
-Work with and assist the Customer Support Manager.
-Stay up to date on Zendesk updates, create a plan to implement changes, execute plans, and maintain our Zendesk account.
-Maintain and improve our Self Service / Help Center option for customers.
-Maintain and improve our Return policy and processes.

Requirements

-Associates degree
-2 years of eCommerce customer support experience
-Experience using a CRM (preferably Zendesk)
-Strong verbal and written communication skills
-Self-motivation shown by taking initiative and working with minimal direction
-Detail-oriented, and able to juggle multiple tasks and conflicting deadlines at once
-Ability to solve problems and create magical moments

Company Benefits:
-Salary: DOE
-Bonus
-Employment Type: Full Time


It is the policy of The Emazing Group to provide equal employment opportunity to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, veteran status, or any other characteristic protected by federal, state or local Upgrade to see actual info addition, The Emazing Group will provide reasonable accommodations for qualified individuals with disabilities.