Time zones: EST (UTC -5)
Notice: Contra communicates with candidates by way of @contra.com domains solely. We by no means ask for cash from potential workers. For the newest job postings, go to Contra Careers.
Who We Are And What We Do:
Contra is revolutionizing the world of labor. Contra supplies corporations with an industry-leading, all-in-one platform to handle and scale their versatile workforce.
In a world the place work is turning into extra versatile and mission based mostly, Contra is main the way in which in making the world’s platform for project-based and versatile work. Our platform presents all the required instruments for hiring, onboarding, managing, and paying versatile expertise. Contra has raised over $44M from high VC’s together with NEA, Uncommon Ventures and Cowboy Ventures.
Why Be a part of Contra’s Journey?
Contra isn’t simply one other HR software. Contra is constructing a brand new sort of platform for the way forward for work. As each folks and corporations look to undertake extra versatile working types and expertise methods, we’re main the way in which, with a community of over 500k freelancers and 15k shoppers who depend upon Contra to work collectively and collaborate, 100% commission-free.
About You:
Because the Assist Lead, you will be devoted to fine-tuning and optimizing our assist platform (Intercom) to enhance how we work together with customers, improve product engagement, and streamline our assist operations. You may work on boosting key metrics, refining consumer interactions, and ensuring each consumer has an awesome expertise. Your objective is to make our assist operations as environment friendly and efficient as doable.
Obligations:
- Grow to be a Contra product professional – specializing in consumer workflows, integrations, and platform performance.
- Work with a way of urgency and rapidly determine root explanation for points and guarantee SLAs/turnaround occasions are met.
- Lead initiatives on finest practices and course of enhancements.
- Present world-class assist by taking possession on consumer points each on the freelancer and consumer aspect – working carefully with the engineering, product and different groups to handle and resolve consumer points rapidly.
- Present common insights and suggestions on mission standing, achievements, and areas needing enchancment.
- Maintain our information base up to date, refine, and optimize assist content material, making certain it helps consumer self-service and automatic instruments’ effectiveness.
- Improve the effectivity of buyer assist operations, specializing in lowering response and determination occasions.
- Constantly analyze efficiency metrics and processes to determine alternatives for additional enchancment and automation.
Necessities:
- 2-3+ years of assist expertise.
- Confirmed monitor report of driving consumer retention and development.
- Robust communication and interpersonal abilities, with the power to construct and keep relationships with key stakeholders.
- Glorious problem-solving abilities and the power to assume strategically.
- Situated in Toronto, Canada.
Whole Comp:
Contra presents aggressive pay, scalable advantages, and perks.
- $70,000 CAD
- Well being + dental advantages
- We give you a laptop computer in your begin date
Interview Course of
- Intro Name with Recruiting Staff (15-20 minutes)
- Interview with Head of Operations (45 minutes)
- Paid Case Examine **+ Presentation to Head of Operations + Head of Group (45 minutes)
- Interview with CEO & Co-Founder (half-hour)
Contra is an equal alternative employer, dedicated to range and inclusion. We don’t discriminate based mostly on race, faith, coloration, nationwide origin, gender, sexual orientation, age, marital standing, veteran standing, or incapacity standing.
Notice: Contra communicates with candidates by way of @contra.com domains solely. We by no means ask for cash from potential workers. For the newest job postings, go to Contra Careers.