Member Experience Specialist I

Flodesk is one of the world's fastest-growing email marketing companies, built to help creators sell online and design emails that people love to get. Our commitment to small business owners is to create simple and intuitive tools that help them grow, nurture, and monetize their email list.

We're a remote-first company headquartered in San Francisco, California, with a team that reflects the diversity and creativity of the people we serve. Join our mission to level the playing field for small business owners through good design!

Join our Member Experience (MX) team where you'll provide exceptional customer support to Flodesk members. As a Member Experience Specialist I, you'll report to the Manager of Member Experience and work amongst a team of MX Specialists. MX Specialists are humble, driven, and inquisitive when collaborating with teammates to address customer issues and questions while working to improve the customer experience.

What you'll do:

Customer Support

• Promptly respond to customer inquiries by troubleshooting and resolving issues relating to the Flodesk platform, billing, and technical integrations
• Utilize customer success metrics and data to assess customer health, identify potential churn risks, and develop strategies to increase customer loyalty
• Identify trends, pain points, and areas for improvement, share insights and feedback to help improve the overall customer experience
  
  

Flodesk Product Knowledge

• Stay informed and educated on Flodesk products and services.
• Assist in the execution of MX team projects
• Collaborate with teams outside of MX to amplify the impact of external projects
  
  

What you bring:

• Passion for helping customers succeed and a genuine interest in their business growth
• 1-3 years of experience in a customer success, account management, or customer support role, preferably providing email support in a SaaS or technology company
• Excellent written communication skills, with the ability to clearly and effectively convey information through email, chat, and other written correspondence
• Strong interpersonal and communication skills, with the ability to build rapport and trust with customers
• Comfortable with ambiguity and adaptable during fast-paced changes
• Tech-savvy and comfortable navigating and learning new software platforms
• Ability to work independently and manage multiple priorities in a fast-paced environment
  
  

Bonus points if you have:

• Experience with Flodesk or similar email marketing platforms
• Familiarity with email marketing best practices, as well as e-commerce and marketing automation platforms
• Entrepreneurial mindset or past experience running or working in a small business, demonstrating a strong understanding of the unique challenges and opportunities faced by small businesses and entrepreneurs
  
  

What we bring:

• $55,000 base salary
• 100% remote with monthly internet stipend
• Fully paid health insurance
• 16 weeks paid parental leave
• Unlimited flexible time off
• 401k match (US employees only)
• A team that values diversity and inclusion with a leadership team that's 70% women; 85% underrepresented minorities
  
  

Flodesk is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, Flodesk is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email [email protected]

Notice to California-based Candidates for Employment. This California Candidate Privacy Notice is intended to provide information about how Flodesk collects and uses personal information to California consumers who apply for employment with Flodesk. If you are employed by Flodesk, refer to the Employee Handbook for additional information. For any questions about this notice, please contact [email protected].

Personal Information Flodesk Collects:

Identifiers Including name, address, email, telephone number, social security number, driver license number, passport number, and other personal identifying information. Characteristics of protected classifications under California or federal law, including demographic information and other personal information obtained during the application process, such as gender, race, national origin. Professional or employment-related information, such as salary/compensation and benefits packages, other relocation or job preferences, prior background, experience, skills, and other information in support of your application, reference information. Any other information you provide as a part of recruitment, job application, or interview process.

Purposes for Collecting Personal Information:

To consider qualifications, skills, and interest for employment. To communicate with you during the recruitment and interview process. To provide compensation, including payroll, and administer stock options and benefits, including medical, dental, vision, commuter, and retirement benefits. To provide human resources services and conduct performance evaluations. To monitor work eligibility including work-related licenses, credentials, training, and eligibility to work in the United States. To improve recruitment and interview processes and ensure a safe and efficient working environment. To comply with applicable legal or regulatory requirements as Flodesk may transfer or store internationally your information, including to or in the United States, European Union and Vietnam and in the cloud, and this data may be subject to the laws and accessible to the courts, law enforcement and national security authorities of such jurisdictions.