User Success Manager, CLO

Responsibilities

• Daily Operational work to serve CLO Online user community managing inquiries, support and the website
• In depth analysis on user inquiries, support and user activities onclo3d.com website and CLO’s social media channels
• Analyze service gaps and recommend effective measures to prevent mishandlings and claims
• Review and improve service processes across the entire service chain to create  positive customer experience thereby enhancing the branding of CLO
• Work with other teams to execute project workstreams as part of the wider company business
• To lead customer experience improvements in user workflow, contents and website operations working with Web Developers
• Plan and execute online/offline events mainly targeting potential or/and existing CLO subscription users working with Marketing Team
• Communicate actively and work in tandem with the Global Online Team to have aligned goals and strategy.

Qualifications

• 2+ years of work experience in business development, operations, customer service, or user research in the tech industry
• Agile work ethic; comfortable with trials and errors
• Critical thinking and creative strategizing
• Open to working with colleagues from different places, time zones, backgrounds and cultures
• Strong project planning and management skills
• Strong written and verbal communications skills in English

Plus if you have

• Experience in Zendesk or other CRM systems
• Fashion-related experience
• Academic studies in Statistics, Business Administrations, Information Technology related majors
• Knowledge and experience in 2D/3D CAD, B2C SaaS business