Customer Care Content Specialist

Tile has invented a simple and sleek location tracking app that can be used to track any item users don’t want to misplace. Users can place small, affordable Tiles on wallets, purses, computers, luggage, etc., allowing them to communicate within the world’s largest lost and found network.

We are looking for an outgoing, good-hearted, empathetic and helpful individual to produce and maintain content, as well as engage with our customers on social media. People love their Tiles but, like any startup, we have our host of technical challenges and bugs. You understand that people need help and find delight in teaching them “how to fish” and in simply solving their problems. You find joy in every opportunity to help others, build relationships, and solve people’s problems quickly.This is the job for you if you are able to easily convey enthusiasm or empathy in your writing, and you have a strong attention to detail when it comes to tone, grammar, and technical accuracy. You also have a strong background in writing or copywriting, and some experience with videography. You will be creating, maintaining, and strategically deploying content that is used to support our customers--from how-to videos, to FAQ pages, to quick hit responses to technical questions.

* Become a Tile expert; understand our product down to the molecule * Perpetuate customer love on social media by crafting helpful, heartfelt responses that customers can’t help but share * Write in a variety of styles and voices, as well as proofread and/or edit work of your team members * Create, improve, refine, and organize our digital content (Help Center Articles, Macros, Videos) * Create self-service videos and quantify their impact on contact deflection and/or engagement * Strategically deploy content, and analyze its usage * Identify trends across social channels and review sites, and work channel-actionable intel to cross-functional teams * Works closely with our marketing team and the customer care training organization to fine-tune positioning, as well as to escalate trends * Constantly refine the processes and responses used by the customer care team to improve the experience for our entire Tile Community

* 1-3 years experience in customer support, community management or similar roles * Excellent verbal and written communication skills; strong attention to detail required * Familiarity with DSLR videography and video production software (Adobe Premiere or Final Cut) strongly desired * Proven success representing a well-known brand on a variety social channels (Facebook, Instagram, Twitter, etc.) * Proactive – Eager to identify areas for improvement and implement solutions; able to outreach and compile information across different teams * Outgoing team player with strong integrity * Outstanding time management, follow-through and problem-solving skills * Familiarity with Zendesk is a plus * 4-year degree from accredited university required * Working days: Monday through Friday for the first month. After the first month, has flexibility to work weekend days in lieu of weekdays