客户体验质量保证专员（兼职）
Customer Experience QA Specialist (Part-time)
关于Lovepop
Lovepop致力于创造十亿个神奇的时刻。我们结合艺术与工程，打造最神奇的纸艺卡片和礼物。2015年登上《鲨鱼池》节目后，Lovepop成为十大鲨鱼池投资之一，累计销售额超过3亿美元（每年3000万美元以上）。Lovepop在在线卡片搜索中始终位居谷歌前列，该品类的全国品牌认知度为29%，已帮助客户创造了6500万个神奇时刻（销售量超过3000万件）。我们以四个价值观为准则：工程、渴望、魔法和连接。我们面前的机会巨大、令人兴奋且有意义。我们寻找A级人才，帮助我们成为美国最大的在线卡片目的地。
职位描述
审查Lovepop幸福团队通过应用和社交媒体渠道处理的客户互动，确保客户获得准确、有帮助且一致的支持，体现Lovepop的体验。
职责
- 每天审查应用和社交媒体渠道上的客户互动，包括书面对话和录音互动。
- 检查客服人员是否：
- 正确理解了客户的问题。
- 提供了正确的解决方案。
- 以友好、关怀且自然的Lovepop风格进行回应。
- 遵循Lovepop的规则和流程。
- 指出错误并解释如何改进。
- 发现客服人员或当前流程中的重复问题。
- 建议简单的方法来改进回复、常见问题解答、说明和工作流程。
- 在反馈后再次检查，确保同样的错误减少。
- 准备一份简短的周报，包括：
- 发现的主要错误。
- 重复的客户问题。
- 应该改进的行动。
- 上周的进展。
任职要求
- 英语能力优秀，尤其在阅读、听力和书面沟通方面。
- 强大的运营和执行能力——能够识别问题，跟进行动，并确保改进措施得到实施。
- 有客户服务或质量检查经验者优先。
- 细心且注重细节。
- 擅长发现问题并理解其原因。
- 能够清晰且建设性地给予反馈。
- 强烈的服务意识，真心关心帮助客户，总是思考什么能让他们的体验变得很棒。
- 能够从客户的角度看待问题，而不仅仅是遵循规则或流程。
查看英文原文
About Lovepop
Lovepop is on a mission to create one billion magical moments. We combine art x engineering to create the most magical paper art cards & gifts. Featured on Shark Tank in 2015, Lovepop has become one of the top 10 Shark Tank investments with over $300m in lifetime sales ($30m+ annually). Lovepop consistently ranks in the top Google results for cards online, enjoys 29% national brand awareness in the category, and has helped its customers create over 65 million magical moments (30 million+ units sold). We live by our four values: engineering, hunger, magic, and connection. The opportunity ahead of us is large, exciting, and meaningful. We seek A+ talent to help us become the #1 online card destination in the US.
About the role
Review and quality-check customer interactions handled by Lovepop’s Happiness team across the app and social media channels to ensure customers receive accurate, helpful, and consistent support that reflects the Lovepop experience.
Accountabilities
- Review customer interactions daily across the app and social media channels, including both written conversations and recorded interactions.
- Check if the agent:
- Understands the customer’s problem correctly.
- Gives the right solution.
- Responds in a friendly, caring, and natural Lovepop style.
- Follows Lovepop’s rules and process.
- Points out mistakes and explains how they should be improved.
- Find repeated problems from agents or from the current process.
- Suggest simple ways to improve replies, FAQs, instructions, and the working process.
- Check again after feedback to make sure the same mistakes are reduced.
- Prepare a short weekly report with:
- Main mistakes found.
- Repeated customer problems.
- Actions that should be improved.
- Progress from previous weeks.
Qualifications
- Excellent English proficiency, particularly in reading, listening, and written communication
- Strong operational and execution skills - able to identify issues, follow through on actions, and make sure improvements are implemented.
- Experience in Customer Service or Quality Checking is preferred.
- Careful and detail-oriented.
- Good at finding problems and understanding why they happen.
- Comfortable giving clear and constructive feedback.
- Strong service mindset, genuinely cares about helping customers and always thinks about what would make their experience awesome.
- Able to look at a situation from the customer’s point of view, not only follow rules or check boxes.
What Success Looks Like
The goal is not only to find mistakes, but to help the team make fewer repeated mistakes, give customers better support, and improve the overall Lovepop customer experience.
Lovepop Values
Engineering: Curiosity to discover how the world works
Hunger: Desire to take on more than is expected
Magic: Delivering unexpected experiences
Connection: Building relationships with each other
Lovepop Operating Philosophies
A+ talent loves working with A+ talent. A+ talent delivers 10x outcomes.
Growth mindset. We believe people develop over time, that capability increases through belief and hard work. Most increases in productivity come from leveling up and applying more leverage and focus over time rather than by applying more resources or hours.
The team I’m on is more important than the team I lead. From Patrick Lencioni’s “The Advantage”: leaders need to put their working team’s objectives ahead of the objectives of the team they themselves lead for an organization to be effective.
Executive leadership team commitments: We value our time together, Create a safe space, Get everything on the table, Make clean agreements, Set the standard.
Originally posted on Himalayas