Audience Support Associate, App Retention
$71,000–$80,000 year
RemoteWashington, District of Columbia, United States or Washington, United States
Job Summary
Resolve user issues end-to-end by triaging, testing, and verifying reported bugs while partnering with product and engineering teams to ensure structural fixes. Proactively identify trends in app performance and sentiment to drive improvements to the digital product experience. Create timely, sensitive communications and response strategies, collaborating with stakeholders to craft accurate, concise language for a non-technical audience. Maintain an extensive database of help articles and response templates to reduce dependencies on institutional memory. Represent the audience in cross-divisional conversations with executives, designers, and engineers to advocate for user needs.
Required Qualifications
- 3-5 years of experience in customer service or audience relations
- Experience with software development process
- Interest and enthusiasm for technology
- Passion for your customers with a strong drive to represent them
- Bachelor's degree or equivalent work experience
- Audience-Obsessed Mindset: A proven track record of going above and beyond to satisfy users, with an ability to turn frustrated users into lifelong brand advocates
- Data-Driven Empathy: The ability to look at support metrics and patterns (ticket volumes) without losing sight of the human anecdote behind the screen
- Bias for Action: A self-starter who doesn't wait for a process to be built; someone who spots a flaw in the user journey and coordinates across divisions to fix it immediately
- Implementation proficiency: Ability to translate user frustrations into clear and detailed tickets
- Excellent communication skills: Demonstrated success in creating clear, easy-to-follow documentation to reduce user frustration
- Ability to Multi-task: Manage a high volume of audience correspondence to resolution
- Technical aptitude: Ability to understand and discuss technical issues with experts and non-technical staff and translate to audience members
- Must be able to travel to other locations from time to time to perform the duties of your position
Desired Qualifications
- Stay current with new major technological developments, such as new operating systems and surfaces
- Interest in mobile and audience-revenue technologies
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