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This is a unique opportunity for a hands-on system builder who enjoys working directly with customers. You will become a Referral Rock product expert that connect the dots and bridges the gaps to customer adoption. You’ll live at the product->customer intersection but lean closer to customers and report to Mica (Head of Operations) who also owns sales, customer services, and all things day-to-day operations.
Job Responsibility:
Program Assistance (1:1, one-off): Conduct targeted sessions with customers to gather feedback, improve workflows, or solve specific challenges
Product Education: Create and maintain customer-facing content (product support docs, how-to guides, trainings) that reduce repetitive support needs for both new and existing features
Customer to Product Feedback Loop: Surface recurring pain points from customer interactions and collaborate with the product team build quality-of-life features then assist in their adoption
Special Projects Owner: Take on new initiatives to help Mica (head of operations) with new systems, research, and program rollouts
Requirements:
System thinking capabilities potentially from a UX service design, engineering, or design background
Managed content and/or training programs for a product that has gone through both major updates and minor continuous updates
Proficiency with multiple business operations to aid in your understanding of our customers and their various workflow challenges
Independently owned high visibility projects that moved business metrics and strategic initiatives
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