線上窗口：成為SMB客戶諮詢線上聯絡人，迅速提供解決方案，遇到複雜議題即時升級處理。
問題排除：快速診斷並解決產品使用問題，確保高滿意度。
功能導入與設定：新功能上線設定與客戶導入專案，確保時程與品質。
SOP與知識庫：撰寫並維護標準作業流程、專案紀錄與支援指南，促進團隊知識共享。
體驗優化：主動發掘並推動改善整體客戶體驗的機會。
關係經營：以清晰有效的溝通持續鞏固客戶關係。
回饋循環：定期彙整常見客戶痛點，向產品與服務團隊提出改進建議。
跨部門協作：與銷售、客戶成功等團隊協同作業，確保流程順暢並對齊組織目標。
Online Point of Contact – Act as the primary online liaison for SMB customers, providing prompt solutions and immediately escalating complex issues.
Issue Resolution – Rapidly diagnose and resolve product-related problems to ensure high customer satisfaction.
Feature Deployment & Configuration – Manage new-feature rollouts and onboarding projects, safeguarding timelines and quality.
SOP & Knowledge Base – Draft and maintain standard operating procedures, project records, and support guides to facilitate team knowledge sharing.
Experience Optimization – Proactively identify and drive initiatives that improve the overall customer experience.
Relationship Management – Strengthen customer relationships through clear and effective communication.
Feedback Loop – Consolidate recurring customer pain points and deliver actionable insights to product and service teams.
Cross-functional Collaboration – Work closely with Sales, Customer Success, and other teams to ensure smooth workflows and alignment with company goals.
Required Qualifications
具備客戶成功、帳戶管理、專案管理、客服或營運相關經驗。
以「客戶第一」為核心，對解決問題及客戶滿意度充滿熱情。
卓越的中英文口語與書面溝通能力，能依客戶情境調整語調。
細節導向、擅長問題分析與結果導向。
能在快速變動環境中同時管理並優先排序多項任務。
熟悉 HubSpot、Zendesk 或同類工單／CRM 系統。
具備團隊合作精神，能迅速建立信任並保持專業。
優秀的專案管理與組織能力。
樂於給予與接受建設性回饋。
具備流程優化、數據分析、溝通與資源規劃的營運卓越能力。
Online Point of Contact – Act as the primary online liaison for SMB customers, providing prompt solutions and immediately escalating complex issues.
Issue Resolution – Rapidly diagnose and resolve product-related problems to ensure high customer satisfaction.
Feature Deployment & Configuration – Manage new-feature rollouts and onboarding projects, safeguarding timelines and quality.
SOP & Knowledge Base – Draft and maintain standard operating procedures, project records, and support guides to facilitate team knowledge sharing.
Experience Optimization – Proactively identify and drive initiatives that improve the overall customer experience.
Relationship Management – Strengthen customer relationships through clear and effective communication.
Feedback Loop – Consolidate recurring customer pain points and deliver actionable insights to product and service teams.
Cross-functional Collaboration – Work closely with Sales, Customer Success, and other teams to ensure smooth workflows and alignment with company goals.
Preferred Qualifications
具有 MarTech、數位行銷或資料相關產業經驗。
熟悉 Google Analytics、CRM、CDP 等行銷／分析平台。
具備流程設計與策略規劃專長。
善於跨部門／跨組織協作，能推動內外部夥伴共識與合作。
曾為成長型組織建立並擴充客戶服務流程。
Experience in MarTech, digital marketing, or data-related industries.
Familiarity with marketing and analytics platforms (e.g., Google Analytics, CRM, CDP).
Expertise in process design and strategic planning.
Strong ability to foster cooperation across internal and external stakeholders.
Proven track record of building and scaling customer service processes in growth-stage organizations.
勞保、健保、特別休假、勞退、婚假、員工體檢
◎ 安心保障
法定保障-勞保、健保、勞退提撥
◎ 彈性工作環境
小巨蛋站步行 8分鐘，上下班交通方便
彈性上下班時間
採混合辦公（hybrid） ，一週進辦兩天，以配合團隊會議為主
開放式工作空間，你可以選擇在任何舒適的角落工作
◎ 公司文化
年輕團隊，扁平組織，去官僚化的快速溝通
互相包容尊重、講求效率與信任
所有的意見都會被重視，一起學習成長
◎ 福利制度
到職即享有無期限休假，只要工作能完成，連休沒有上限！(所有假別皆不扣薪)
公司提供高規的 MAC 筆電
每個月零食櫃更新，還有各式咖啡、茶，隨時補充能量
每週免費按摩，放鬆緊繃身體
定期舉辦Team Building活動，一起同樂去
每年健檢、心理諮商及物理治療補助，員工眷屬享有優惠價
◎ 進修機會
公司補助參加 Workshop 或進修課程，讓你學習到業界最新的知識
不定期的業界人士內部分享，讓你了解業界的的最新脈動 (之前請過北美 Google，矽谷工程來、大數據工程師來分享業界最新動態）
更多詳情請閱讀公司部落格：http://bit.ly/2JX3vnO
