EXCITE: Top 6: Work with 3rd party partners to track down a tricky situation for a joint customer Act as a dedicated rep for a handful of key customers to ensure their success using Zapier Work with people to figure out if Zapier can solve a particular workflow or integration challenge they have Manage a support team Find and recruit teammates for the support team Help train and onboard new support teammates Respond to 60+ support requests via email every day Dig through activity logs to troubleshoot a customer's broken Zap Write and maintain thousands of pages of help documentation Analyze thousands of support tickets to spot trends the product team can use Make Zap templates to help showcase the thousands of ways customers can use Zapier Ghostwrite documentation for partners to publish on their own sites Run ticket review sessions to make sure tone is consistent across Zapier responses Work with the product team to develop a new feature based on feedback from customers Scheduling shifts and collaborating as part of a growing cohesive support team Engage multiple users at once via chat to answer their questions and troubleshoot problems Respond to Zapier fans on Twitter, Facebook, Reddit, and other 3rd party sites I enjoy doing all of the above though, it was pretty hard to pick out my favourites. DOESN'T EXCITE Create video tutorials to help teach users a specific feature or use case Recieve 20+ inbound phone calls per day and help them solve their issues Help resolve billing issues for customers over the phone And to be clear, it's not that I would not do the 3 mentioned, but it's that I am more efficient with email, than with the phone, and I find creating videos tedious. |