About Drift  

Drift is the new way businesses buy from businesses. With its quickly evolving set of tools and playbooks, Drift is the world’s leading conversational marketing platform, trusted by top enterprise businesses like Marketo, Okta, Outreach, Ellie Mae, and over 150,000 other businesses. Sales and marketing teams rely on Drift to connect now with the customers who are ready to buy now. Based in Boston, Drift was founded by serial marketing technology entrepreneurs David Cancel and Elias Torres and is backed by leading venture capitalists including CRV, General Catalyst, and Sequoia.

 

About the role 

The goal of the Customer Advocate Team is to be the voice of our customers and drive change. You’ll be the closest to the customer and interacting with them daily, so we’re leaning on you to identify and advocate for how we can keep improving the customer experience.

 

What you’ll be doing on the team

In one month you’ll…

  • Attend training to learn the Drift story, how we work, and our goals for the future
  • Learn how Drift works and why our customers use it
  • Have 1:1 meetings with your direct manager and meet with other key players
  • Shadow colleagues, learn best practices for what makes Drift Customers successful
  • Resolve customer questions in chat and email

By month 3 you’ll…

  • Continue to master your knowledge of the Drift product and have a deep understanding of how our customers use Drift to achieve their goals
  • Manage the frontlines by juggling customer conversations while maintaining five-star customer service standards
  • Be the squeaky wheel that advocates for the customers to our product teams. You will be expected to help ship changes that reduce the number of product related questions

By month 6 you’ll… 

  • Master an ever-changing product as fast, if not faster, than the company is growing
  • Own swift resolution of technical issues on behalf of our customers by partnering with the product team. This includes identifying, escalating, and suggesting solutions in order to drive a successful outcome
  • Drive projects forward that synthesize your customer interactions and internal Drift processes to improve the customer experience
  • Be consistently hitting and exceeding your customer experience goals 

 

About you and what type of skills you’ll need:

  • You’re driven by having conversations. You WANT to learn from and teach our customers all day, every day
  • You are excited by technology and staying on top of ever changing industry trends
  • You’re a natural, composed communicator – you have a clear, personable, kind, and informative communication style
  • You are curious, motivated, and driven by new challenges
  • You are a team player. You are very comfortable asking for help and always ready to help others
  • You are excited by constant change and can maintain order in a fast and fascinating environment
  • You are excited to take on new tasks as they come up and solve problems in real time

Don’t bother applying if any of these things are true about you:

  • You’re afraid to get your hands dirty (really)
  • You’re afraid to “carry the water” (Listen to this episode of Seeking Wisdom)
  • You don’t have a bias for action – having a goal and setting small actionable items daily to achieve it

 

 

Drift is committed to being an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Drift is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at disabilities@drift.com 

 

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