Customer Experience Advocate

7 days ago

Dasmariñas, Calabarzon, Philippines beBeeProduct Full time $54,000 - $77,000
Drive Product Excellence

Transform customer experiences with our product quality initiatives.

As a crucial member of our team, you will play a vital role in identifying and addressing issues that impact the overall user experience. This includes efficiently triaging bugs, actively supporting the validation and analysis of user feedback, and contributing to the development of insights that drive product improvements.

With your expertise and passion for delivering high-quality solutions, you will help us continuously meet user needs and achieve business objectives.

What You Will Do:

  • Stay up-to-date on Thumbtack's product features and updates to effectively manage bugs and feedback.
  • Respond promptly and accurately to internal customer inquiries across designated Slack and Salesforce channels.
  • Utilize data-driven insights to influence decisions and drive improvements within the function, actively contributing to better outcomes.
  • Participate in team huddles and make a positive impact by proactively sharing valuable insights, offering solutions, and addressing potential challenges.
  • Take ownership of key responsibilities, including managing bug reports, feedback reports, metrics, data analyses, and quality audits.
  • Exhibit strong critical thinking skills by effectively addressing bugs and feedback, providing constructive feedback, engaging with team members, and collaborating with internal customers to resolve knowledge gaps and errors.
  • Successfully manage special projects, trackers, reports, and analyses while coordinating with relevant stakeholders to ensure timely and efficient delivery.
  • Cross-functionally collaborate with other teams (e.g., Eng, Enablement, Quality) to enhance product performance and user experience.
  • Assist in creating and maintaining documentation and best practices related to product usage, bug resolution, and feedback management.

Requirements:

  • Strong research, navigation, and investigative skills, with a keen ability to gather relevant information.
  • Experience with Salesforce, Coda, and Jira or similar tools.
  • Proficiency in Google Workspace, including Forms, Sheets, Docs, and Slides.
  • Team player with excellent collaboration skills, capable of gaining the cooperation of colleagues to achieve common goals, particularly on complex time-sensitive projects.
  • Detail-oriented and process-driven, with a focus on identifying inefficiencies and implementing continuous improvements to workflows.
  • Clear and effective communicator, both verbally and in writing.
  • Strong problem-solving capabilities and critical thinking.
  • Ability to manage multiple tasks and priorities simultaneously.

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