THE COMPANY: 

JUUL's mission is to improve the lives of the world’s one billion adult smokers by driving innovation to eliminate cigarettes. JUUL is the number one US-based vapor product. Headquartered in San Francisco and backed by leading technology investors including Tiger Global, Fidelity Investments and Tao Invest LLC, JUUL Labs is disrupting one of the world’s largest and oldest industries.

We’re an exceptional team with backgrounds in technology, healthcare, CPG and biotech, and we’re growing rapidly to deliver on our mission. We’re actively looking to hire the world’s best scientists, engineers, designers, product managers, supply chain experts, customer service and business professionals.

 

ROLE AND RESPONSIBILITIES:

The Salesforce Customer Community Cloud Lead is responsible for managing JUUL Labs’ front-end consumer contact website built on the Salesforce platform. The main responsibility of this position will be to drive the design, creation, and maintenance of our next-generation support website at scale. The Community Cloud Lead needs to be a self-motivated individual who brings technical and process leadership as well as a service-oriented mindset in everything they do. Working cross-functionally between Customer Operations, Digital, Quality, and IT, this is a highly visible role representing the best of JUUL service technology’s capabilities in the eye of the customer.

What You Get To Do In This Role

  • Gather design requirements from stakeholders and implement those requirements on a new Salesforce Customer Community contact page
  • Align with content creation team to develop a feature-rich public-facing knowledge base to optimize contact deflection via KCS methodologies
  • Configure chatbot decision trees to provide customers with support documentation and data derived from external system API callouts
  • Implement Lightning flows to guide customers to preferred contact channels (email, chat, phone)
  • Coordinate with JAVA/CSS developers to create an on-brand and reactive website experience for mobile and desktop browsers
  • Ensure data quality and correct routing of case/chat submissions via standard Salesforce reports and dashboards tools
  • Adhere to best-in-class information security practices and governance within the scope of GDPR, CFR Part 11, data localization, and other regulatory compliance requirements

In order to be successful in this role, we need someone who has:

  • Salesforce Certifications: Admin and Community Cloud Consultant required, Service Console Consultant and familiarity with Apex prefered
  • 5+ years working on the force.com platform in an admin capacity
  • 3+ years experience with consumer-facing design implementation and ecommerce
  • Deep understanding of Knowledge Centered Support strategy and Salesforce Lightning Knowledge
  • Familiarity with contact center technologies and BPO relationships including workforce management and cost analysis

Who thrives with us:

  • People who are eager to learn, but are self-motivated in learning from their projects
  • People who have a keen creative disposition and relish in sharing this with others
  • People who enjoy ownership of challenging initiatives
  • People who enjoy having too much vs. too little to do
  • People who understand how to build and maintain relationships with coworkers and clients
  • People who like making others successful and understand the value of that as much as making themselves successful

 

EDUCATION

  • Bachelor of Arts or Bachelor of Science in Computer Science or similar field 

 

JUUL LABS PERKS & BENEFITS

  • A place to grow your career. We’ll help you set big goals - and exceed them
  • Work with talented, committed and supportive teammates
  • Equity and performance bonuses. Every employee is a stakeholder in our success
  • Boundless snacks and drinks
  • Cell phone subsidy, commuter benefits and discounts on JUUL products
  • Excellent medical, dental and vision benefits
  • Work in the heart of San Francisco, one of the world’s greatest cities
Vapor, JUUL, Work Culture, Fast Paced, Start-up, Growth, Vape, Technology, Software, Hardware, Consumer Electronics, Manufacturing, Design, Product, Disruptive, Revolutionary, Cutting Edge, App, Android, eCommerce, B2C, San Francisco, Bay Area, IoT, San Jose, Los Angeles

 

Apply for this Job

* Required
(Optional)
Almost there! Review your information then click 'Submit Application' to apply.

File   X
File   X