The Self-Help and Customer Forum Specialist will work engaging, encouraging and enabling Resultados Digitais’ customers on finding support through our self-help channels, fostering an environment where customers and partners have the opportunity to engage and support each other for greater use of RD Station, and also helping troubleshoot roadblocks using one to many support solutions, developing strategies to provide effortless experiences where they feel good about searching for help without needing assisted support.

You’ll also be critical in doing data-backed analysis to search and implement new solutions through software or process changes where we can improve the effectiveness of these self-service channels.

 
Your role in RD will be:  
  • Through a data-driven approach, help define and drive self-service strategies and recommendations for customer experience improvements via in-product or through the creation of new educational content.
  • Leverage customer needs to be identified thru various listening systems such as support incidents, CSMs feedback, and surveys to drive improvement, reducing contact volume through assisted channels, increasing self-help engagement.
  • Run experiments and use learnings to recommend and influence strategic/tactical/operational decisions in self-help.
  • Be proactive in identifying emerging issues and work on the design and implementation of solutions to manage their impact on the customer base.
  • Produce training and customer educational content to help improve customer retention, and enabling them to easily understand product scenarios. E.g. Webinars, Videos, Product Experiences, etc.
  • Conduct root-cause analysis of customer main search reasons and translate findings into consolidated reports with easy to understand language and examples for our leadership teams.
  • As our Self-Help Specialist, you will be responsible for benchmarking best practices, and understanding when it’s the right time to test new self-service solutions and technologies.
  • Contributes to the completion of organizational projects and goals, communicating and leading change management initiatives cross-functionally whenever necessary.
  • Ability to engage cross-functionally with key stakeholders in other business units to drive projects to achieve excellent outcomes to improve the experience of our customers and partners when using our product and/or services.

 Who are we looking for? 
  • Significant experience with consumer or small businesses 
  • Deep understanding and empathy for customers
  • Expertise with self-service technologies and self-help engagement strategies/metrics
  • Ease with analysis, data consolidation and critical thinking
  • Handle multiple priorities simultaneously in a fast-paced, agile environment
  • Comfortable in an agile environment of iteration and rapid experimentation
  • Attention to detail and ability to comprehend complex, technical product requirements
  • Have strong communications (written/verbal), presentation and facilitation skills
  • Intermediate/Advanced english
  • Ability to code (Javascript) and implement changes to the Zendesk platform (Central de Ajuda, Forum, etc) will be considered a differentiator.

 

Performance Goals 

  • Increase Customer Engagement
  • Reduce Customer Support contact rate
  • Consistent improvement of content engagement and discoverability
  • Successful implementation and management of new Support Forum for RD’s customers and Partner, especially supporting entry-level offerings.  

 

Benefits

  • Join one of the 25 companies that Brazilians most dream about working - Linkedin Top Companies List
  • Work in a Great Place to Work © - one of the best companies to work in Santa Catarina and Brazil;
  • Work side by side and learn daily with professional references in the market;
  • Culture of feedback and development;
  • We believe in the power of diversity and inclusion - we work in an environment that allows all RDoers to feel 100% comfortable being exactly themselves and at their best;
  • Courses and certifications from RD University (our corporate university) for you to explore;
  • Breakfast in the company and snacks every afternoon;
  • No dress code - the important thing is to dress as you feel better;
  • RDiscount - network of discounts in different stores, cinemas and restaurants;
  • Gympass - great discount plans for you to practice physical exercise.

And of course, the benefits you already know

  • Meal and transportation tickets
  • Health and dental plan

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