Customer Experience Chatroom Operator

REMOTE - AKRON, OH

About Drips:

Drips enables enterprises to connect with consumers through an AI-powered conversational outreach strategy that includes human-like two-way texting, scheduled calling and voicemail messages. Backed by a proprietary natural language processing model, our platform has handled over half a billion humanized conversations to date, enabling us to deliver automation at a scale that no other competitor in the messaging industry has been able to match. That’s why we’re the platform of choice for some of the world’s most recognizable enterprises.

Drips’ focus on empowering enterprises to capture intent and drive meaningful conversations has sparked rapid growth since the company was founded in 2016. Drips nearly tripled 2019 sales in 2021. We are well funded and looking to accelerate the next era of growth and expansion of our team. However, we’re more than just a high-growth company; we’re also a community. Even though we work remotely, we still embrace the core values that help us achieve personal growth. Every member of the Drips team has a direct impact on our company! If you want to love the product you work on, solve hard problems, and grow your career — we want to talk with you!

Job Overview:

We are looking to expand our work from home Conversion Improvement team. Every day Drips holds millions of automated humanized conversations for our clients, but automation isn’t enough, and Artificial Intelligence (“A.I.”) isn’t perfect. We hold the highest industry standard of excellence in staying “humanized” and if our natural language processor is not 98% sure what a user is asking, we will rely on you and your teammates to read a consumer’s response, respond contextually, and categorize it

appropriately. The Customer Experience Chatroom Operator is a new role to handle Drips’ top clients and use cases. It requires customer service driven individuals who are quick on their feet and can empathize with the consumer. Connoisseurs of conversation and adept at handling the unexpected.

Example:

A user says, “Where are my ID Cards?”. This isn’t just a question it is the beginning of a service-based conversation specific to the consumer you’re chatting with. Our mission is providing thoughtful, articulate, and appropriate guidance specific to the conversation, industry, and subject for the consumer you’re chatting with. This would be categorized and handled by clicking a specific button tailored to respond to this question or if there is no pre-written response, engage in a dialog with the record to ensure they are being

directed appropriately. You must be able to maintain a 98%+ accuracy in your responses that will be randomly audited and quality assured. Your work and responses will help inform our natural language model therefore your accuracy is of the utmost importance.

Hours & Benefits:

• This is a full-time role that is eligible for Drips benefits program
• This role is staffed 24 hours a day, 7 days a week, we are seeking candidates for all time slots

Specific Duties, Activities, and Responsibilities:

• Quickly and accurately (in less than 30 seconds) respond to inbound messages via our chat room to leads regarding questions or concerns around the product or service utilizing point and click frequently asked questions canned responses.
• Create responses ad-hoc that are both relevant, appropriate, and compliant to the records industry and vertical
• Escalate conversations to leadership when needed
• Document frequently asked questions for continual improvement
• Add relevancy to canned responses
• Maintain 98% or above accuracy in response handling
• Maintain a Replies per Hour rate of 60 replies per hour worked.
• Other projects as assigned

Required Skills/Abilities:

• Experience in a Customer Service Chatroom environment
• Experience with writing responses to consumers in a real time, chat-based environment
• Familiar with verticals like Automobile Insurance, Health Insurance, Prescription Drug Plans
• Professionalism in all interactions
• Exceptional attention to detail, high standard of excellence/perfection
• Comfortability on a computer, advanced typing skills (can’t hunt and peck)
• Good grammatical, spelling, and logic skills. Free typed response must be grammar checked and spell checked.
• Exceptional verbal, communication, and written skills.
• Reliable and responsible to a designated schedule
• Must have reliable strong internet/WiFi

Education:

• High School or equivalent.
• College Degree a plus

Core Values:

Drips core values are central to how each employee executes in their role daily and exceeds. Below are how we exceed in each core value:

Lean – We find the right mix between administration and simply doing things. Over complicating tasks can add time without providing benefit, however just doing things without a plan can add time when course correction is required. To exceed, we finish work in a timely manner while reviewing to make sure we are striking the right balance between the two. Implementing streamlining methods to existing processes ensure we evolve and stay lean.

Passion – Expressing passion daily is the desire to do the job but evolving in the job to expand beyond the base role and taking on additional projects and roles to help teams outside your own while maintaining your individual workload. Understanding that all of the activities we take are to enable our clients, and thus Drips as a whole to be successful. Asking the question, “How is what I am doing today, enabling the success of my teammates and my clients”.

Happiness – Finding the balance in both your personal and work life. Participating in group and team activities as you see fit but understanding that life is about more than just coming into the office daily. Drips has telecommute possibility available, overall wellness programs and additional benefits that assist. True enthusiasm for what we do is essential but comes from understanding the business overall and how we fit into it.

Improve – Never accepting the status quo and being entrenched in a process or workflow. Finding ways to streamline and innovate while bringing those improvements to leadership. Improvement also means understanding the anticipated benefit and it improves our daily working experience, your teammates and Drips Clients overall.

Team – We support and assist our teammates, even if it is outside of our typical duties. We take on additional projects for their added value whether they impact your day-to-day work or not. Being part of a team involves being in close contact every day, respecting each other and the work we do is essential however to exceed in Team, we move outside of our direct team, to the company team as a whole and understand how we impact everythingand the value we provide.

Job Overview

The Client Success Manager (CSM) works with mid-to-large enterprise accounts across various industries. The CSM’s role is to establish themselves as a trusted advisor to drive successful client experience and support renewal and growth. The ideal candidate for this role is determined to lead Drips clients to achieve the success metrics laid out for each campaign and address various business challenges through use of Drips campaigns. They are primarily responsible for leading the day-to-day client communication across their portfolio and delivering insightful performance reporting and analysis. They will engage in some performance troubleshooting, while appropriately delegating deeper investigations. In addition, the CSM must execute these job responsibilities within the framework of Drips Core Values. Additional duties and responsibilities as assigned.

Duties/Responsibilities

The Client Success Manager role can be broken down into three key areas. Those key areas and the related responsibilities include:

Campaign Performance Strategy & Insights

• Become an expert at the strategy and best practices for a Drips campaign – how to guide clients towards high-value campaigns and the key pieces of the campaign to analyze for performance and strategic insights. Utilize internal tools such as Salesforce and Tableau to thoroughly understand campaign performance trends.
• Gather required information & strategy for New Campaigns (Projects). Guide your clients to establish realistic goals and success measures for Drips campaigns.
• Utilize Salesforce Cases to communicate design requirements to Production team for setup.
• Lead campaign design planning & review with client for approval.
• Own delivery of recurring performance reporting for client campaigns. Determine meaningful performance trend insights and optimization recommendations, partnering with a Client Success Associate to provide you with supplemental performance details.

Client Communication

• Own the day-to-day client-facing communication for Accounts in your portfolio, and build relationships across the client organization (business and IT/technical stakeholders). Adhere to Response Time SLAs in-line with Client Account Tier. Manage delegation of client requests and investigations as appropriate to Client Insights, Production, or Product/QA teams.
• Lead recurring client performance calls (weekly, biweekly, monthly depending on Client Tier).
• Participate in & lead prep with Account Manager for recurring Monthly Strategic Calls & QBRs.
• Act as the voice of the client internally to advocate customer’s needs.
• Current-Month Revenue Forecasting – Own the updates to current-month forecast projections, based on a solid understanding of expected growth or contraction of your account’s current campaigns.
• Client Health – review Client Health scoring on a weekly basis for all Accounts. Lead adjusting or escalating changes. Partner with Account Manager for alignment on scoring.
• Be aware of the client’s business goals, objectives, and changes within the client organization to identify expansion opportunities and to proactively address any challenges that might impact the use of our solution.

Required Skills

• At least 4 years of experience as an Enterprise CSM or Enterprise Project Manager (client-facing), delivering managed service strongly preferred.
• Adept with Microsoft Office suite. Fast learner of software (Salesforce, Tableau). Experience or comfort with using Microsoft Teams and other messenger services to communicate.
• Comfortable translating complex ideas and issues to an uninformed audience. Must be able to translate data into actionable business insights related to clients’ business goals and strategy.
• Ability to manage and support tasks and due dates for multiple clients at once.
• Strong organizational skills. Keen ability to pay attention to the details.
• Exceptional verbal and written skills. Must be able to build comfortable and positive relationships with customer team members at varying levels, up to Executive level.
• Must be a self-starter able to work with limited supervision.
• Ability to work independently as well as part of a team in a remote environment. Drips is a fully remote work environment.

Preferred Skills

• Experience in affiliate marketing or lead generation space, marketing campaign management.
• Working knowledge of web-based SaaS products.
• Experience working in a growing tech company.
• Experience in a performance marketing environment

** Must be currently living in the U.S. / are authorized to work in the U.S.

Applicant Instructions:

In order to be considered for this role, all applicants must submit a cover letter alongside their resume that contains the details outlined below.

Include details about your experience in the following skillsets:

• Experience managing client relationships in a B2B setting
• Experience in new client onboarding and implementation
• Experience in technical troubleshooting for a SaaS product

Also include the following:

• Your salary requirements or range
• Brief explanation of which of the Drips Core Values (available on our website) that you embody the most

This is a remote positiononlyavailable to US residents of:
Florida, Ohio, and Texas

We areprimarily looking to staff Mon-Fri 8am-6pm EST/8am-5pm CDT
This role is not eligible for anyonecurrently employed full time elsewhere

What is Drips?
Drips is an AI driven conversational SMS marketing platform. Operating completely remote, Drips helps clients increase lead conversions by communicating with their customers in the same way that people communicate with each other. Using conversational SMS, calls, email, and direct mail campaigns, Drips automates conversation in a way that works, and works well.

Job Overview: 
This is a remote, part-time, entry-level position.

We are looking for a Part Time Production QC Associate to help ensure the deliverability of our product. Production QC Associates primarily test our content by sending SMS messages across various providers and carriers and log the results, while making changes as necessary. You will be provided a laptop and set of phones to use for testing. If you are computer savvy person with a keen eye for detail, who’s self-motivated and a quick learner, we are interested in hearing from you!

Compensation: $10/hour

Hours: Part time, 12-28 hours/week. Flexible Monday-Friday hours to fit your schedule

Specific Duties, Activities, and Responsibilities:

• Test for the successful delivery of SMS messaging through extensive review of campaign content results across multiple cellular carriers.
• Adjust, retest, and document changes made to SMS campaigns.
• Map specific pre-determined responses to frequent messages

Skills/Qualifications:

• Computer capability – Microsoft Office (Word/Outlook/Excel)
• College level English language grammatical skills.
• Strong organizational skills, attention to detail, and exceptional verbal/ written skills
• Problem-Solving, ability to interpret data, draw conclusions, and spot trends.
• Work Ethic – Self-motivated and able to work independently or with a team

We are looking for someone to test, edit, and ensure the deliverability of our client’s messages. We want someone who can bring their accuracy and technical know-how to this role and make a positive impact on our revenue.

About Drips: 

Drips enables brands to connect with consumers through an AI-powered conversational outreach strategy that includes human-like two-way texting, scheduled calling and voicemail messages. Backed by a proprietary natural language processing model, our platform has handled over half a billion humanized conversations to date, enabling us to deliver automation at a scale that no other competitor in the messaging industry has been able to match. That’s why we’re the platform of choice for some of the world’s most recognizable brands.  

Drips’ focus on empowering brands to capture intent and drive meaningful conversations has sparked rapid growth since the company was founded in 2016. Drips nearly tripled 2019 sales in 2021. We are well funded and looking to accelerate the next era of growth and expansion of our team. 

Check us out!
https://drips.com/
https://www.linkedin.com/company/drips/

Job Summary:

We are looking to expand our work from home Conversion Improvement team. Every day Drips holds millions of automated humanized conversations for our clients, but automation isn’t enough, and Artificial Intelligence (“A.I.”) isn’t perfect. We hold the highest industry high standard of excellence in staying “humanized” and if our natural language processor is not 98% sure what a user is asking, we will rely on you and your teammates to read a consumer’s response, respond contextually, and categorize it appropriately.

Example:
A user says, “Cant now, werkin”. This would be categorized and handled by clicking the “I’m at work.” button.

You must be able to maintain a 95%+ accuracy in your responses that will be randomly audited and quality assured. Your work and responses will help inform our natural language model therefor your accuracy is of the utmost importance.

Who are we?

We are Drips.com. The founders of conversational texting ® and Americas leading automated humanized texting platform for brands to hold conversations at scale with their consumers.

In a world where no one answers calls anymore, Drips is answering a real need in the market for companies and their consumers. Learn more about Drips and the problems we are solving in the news below: 

Forbes – https://www.forbes.com/sites/c... 
Inc – https://www.inc.com/dakota-sha...
Crain’s Cleveland - http://www.crainscleveland.com...

Duties/Responsibilities:

Compensation: $10.00 - $13.00/hr part-time (up to 28hours/week)
Training: Training is conducted through Zoom, audio and video is required.
Hours: We are looking for multiple shifts to fill this role and are willing to work around schedules. Must be able to work 6 straight hours/day, 3-5 days/week (Monday-Sunday).

Schedules available:

Shifts:

12pm-6pm EST

2pm-8pm EST

4pm-10pm EST

6pm-12am EST

Specific Duties, Activities, and Responsibilities:

• Quickly and accurately (in less than 60 seconds) respond to inbound messages via our chat room to leads regarding questions or concerns around the product or service utilizing point and click frequently asked questions canned responses.
• Add relevancy to canned responses. Example: if someone says they are sick you might add in “Sorry to hear that. Should we try you in a week or two? Hope you feel better!”
• Maintain 95% or above accuracy in response handling

Required Skills/Abilities:

• Exceptional attention to detail, high standard of excellence/perfection
• Comfortability on a computer, proficient typing skills (can’t hunt and peck)
• Proficient in emojis (this isn’t a joke, our users use emojis ????)
• Good grammatical, spelling, and logic skills.
• Exceptional verbal, communication, and written skills.
  
• Reliable and responsible to a designated schedule (unreliability will not be tolerated)
  
• Must have reliable internet/wifi and a computer with up-to-date software.
  

** Must be currently living in the U.S. / are authorized to work in the U.S.