Here are things a customer champion at Zapier might do in no particular order. List 5 things that are your most favorite to do and 5 things that are least favorite.
- 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
- Create video tutorials to help teach users a specific feature or use case
- Help resolve billing issues for customers over the phone
- 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
- Manage a support team
- Find and recruit teammates for the support team
- Help train and onboard new support teammates
- Run ticket review sessions to make sure tone is consistent across Zapier responses
- Work with 3rd party partners to track down a tricky situation for a joint customer
- Work with the product team to develop a new feature based on feedback from customers
- Respond to Zapier fans on Twitter, Facebook, Reddit, and other 3rd party sites
- Act as a dedicated rep for a handful of key customers to ensure their success using Zapier
- 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
- Work with people to figure out if Zapier can solve a particular workflow or integration challenge they have
- Recieve 20+ inbound phone calls per day and help them solve their issues
I'm excited about:
Analyze thousands of support tickets to spot trends the product team can use
Manage a support team
Help train and onboard new support teammates
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
While not so happy with:
Help resolve billing issues for customers over the phone
Ghostwrite documentation for partners to publish on their own sites
Find and recruit teammates for the support team
Work with 3rd party partners to track down a tricky situation for a joint customer
Recieve 20+ inbound phone calls per day and help them solve their issues (you have a typo here "Receive")