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Customer Success Advisor Full-time

de Straight Teeth Direct Lisboa em Lisboa (Publicado em 21-11-2020)

Hey, we're Straight Teeth Direct


Our mission is to make orthodontics more accessible and affordable through technology.


We are looking for dynamic individuals passionate about making people smile :)


We take pride in setting the standards in the digital dentistry space by combining our unique clinical approach with our proprietary technology to deliver a faster, smoother, cheaper and better customer experience with guaranteed outcomes.


Straight Teeth Direct? is backed by industry experts including Founders Factory, Europe?s hottest startup up accelerator program based in London (started by Brent Hoberman, co-founder of lastminute.com and Made.com).


In 2019 we launched our first OOH campaign in the London underground and started our retail presence with a corner in London?s leading department store; Selfridges. This year, we have introduced our sister company; Instant Dentist, to add a health and dental wellbeing dimension to our business. The business is growing in a very exciting direction this year and we?re looking for the next team member to embark on this journey with us.



About you


You have some experience working in a customer oriented role and looking for a challenging role to take your career to the next level. You have an analytical background and a good understanding of the customer lifecycle so you can make suggestions that are influenced by data.


You thrive in an environment that is fast-paced and challenging with a positive growth and mindset culture.


About the role


In a nutshell, you'll be responsible for increasing the lifetime value of our customers by ensuring they use our product, upgrade to other services and recommend it to their friends through a positive experience with the brand. This means working hand in hand with the customer support and marketing teams to achieve the objectives and use data science analysis to dig deep into how new and existing customers use the product to jump in when they need help.


Ultimately, through those proactive activities you should be able develop a positive customer experience and brand loyalty and influence our organic growth.


Responsibilities

  • Proactive engagement with customers

  • Conduct data analysis and reporting

  • Collect consumer feedback and measure customer satisfaction ratings

  • Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs

  • Suggest user experience improvements

  • Organise reactivation campaigns
  • Participate in product development activities (app / website)

  • Monitor and influence upgrades, cross sales and retention rates

  • Monitor and grow referrals

Requirements

  • 2year+ experience in admin, customer support or account management role
  • BSc degree in Mathematics, Economics, Computer Science, Information Management or Statistics

  • Experience in analysing data to draw business-relevant conclusions and in data visualisation techniques and tools

  • Strong analytical skills with the ability to collect, organise, analyse, and disseminate significant amounts of information with attention to detail and accuracy

  • Some marketing knowledge is a plus

  • Fluent in English

  • Problem solving aptitude
  • Proactive & self-directed (i.e. can take general direction and run with it)

  • Growth mindset, always willing to learn

  • Embrace challenges and thrive in high pressure environments

  • Proficiency in Excel (running and creating functions, pivot tables, and charts)

Benefits

  • Get to know the start-up culture

  • Healthy snacks and drinks

  • Weekly office lunch

  • Annual dental membership with free online checkups and discounts on oral care products

  • Free teeth straightening & whitening treatment


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