Expert Relations Account Manager

Remote

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JustAnswer LLC
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Posted 1 week ago

About the role:

We are currently seeking an Expert Relations Account Manager to ensure successful activations (onboarding) of new Experts as they learn the JustAnswer platform. This is a fully remote contract role requiring English fluency. You must be willing to work evenings and weekends. We work remotely, collaborating with our teammates across the world who bring their own unique backgrounds and experiences, but we’re in touch with each other constantly.

Responsibilities:

-Master the platform through an onboarding program and continued learning

-Utilize Zoom and other tools to present tutorials to new Experts

-Proactively reach out to ensure Expert success during their first 7-14 days

-Provide timely response to Expert inquiries via phone and email

-Create solutions and define ongoing best practices for activating Experts at scale

-Support Product teams with Expert driven initiatives and qualitative research 

-Support team’s Objectives and Key Results (OKRs) as needed 

-Participate in site testing to identify and report site bugs and problematic Expert flows 

-Other duties as assigned

Requirements:

-3+ years of experience in a customer support role

-3+ years of experience in customer onboarding and training roles

-Proficiency with MS Suite of tools including Excel and Office

-Experience with help desk ticketing software and call center phone system software

(Zendesk, Five9 preferred)

-Have a passion for leading and helping others

-Ability to interface well with other members of the organization

-Effective oral and written communication

-Excellent attention to detail

-Excellent organizational skills

-Desire to effectively evolve and iterate on our activation process and tracking methods

-Ability to handle multiple tasks and shift priorities in a fast-paced environment to meet established deadlines

-Ability to think creatively, critically and analytically

-Ability to work autonomously with experience and good judgment to plan and accomplish goals

About us:  

JustAnswer is the best way to talk to doctors, lawyers, vets, mechanics and more in minutes—24/7. We connect customers with verified and vetted Experts to provide reliable answers at any hour and on any budget, democratizing professional services. Our mission is simple: we help people.  

Since 2003, JustAnswer has helped 10 million customers across 196 countries. JustAnswer is based in the Presidio and backed by Charles Schwab, Crosslink Capital and Glynn Capital Management. 

Our culture  

Our hiring criteria: Smart. Fun. Get things done. We love what we do and celebrate our success together with virtual happy hours, raffles, games, etc. Best of all, you get to work at a hot company that’s (drum roll, please) profitable!  

Job tags: Excel Research Training