Job Description

As Balsam Brands’ Tools Admin Strategist, you’ll help to empower our Global Customer Success teams to create a positive experience for our customers.  You are the main contact between our Customer Success (CS) and Development teams to create high-performing systems and tools.

You’ll oversee testing, training, and implementation needs for system integrations and system functionality as it relates to Customer Success and the systems that team members within Customer Success use.  You’ll collaborate with team members, leaders, and support team along with outside vendors and outside departments on Customer Success related system integrations. 

You’ll become the system administrator and subject matter expert on all systems used within Customer Success.  Ensure that KB instructions and training materials are current so that the end-user is provided optimal instruction for each of the systems used.  Identify opportunity areas related to systems and propose improvements that will allow our front-line team members to realize the capability of the system and its intended purpose.

This position reports to the Director of Global Customer Care.

WHAT YOU’LL DO:

• Act as the system administrator for all CS systems, including CRM, ACD Systems, Knowledge Base, Live Chat, etc. Activities will range from managing logins during our seasonal ramp-up to designing and implementing work flows
• Be proactive in pulling out valid and valuable information and translate into consumable bits of information for department leadership to use
• Develop and implement testing strategies around Customer Success systems such as CRM, ACD Systems, Knowledge Base, and Live Chat. Work with team leaders and outside vendors to understand system enhancement needs to implement
• Act as liaison between training team and front-line CS teams regarding new systems or enhancements to systems through integrations
• Work closely with outside vendors, internal business partners, and Dev teams. Participate in system-related planning meetings as needed.  Effectively communicate with third party vendors regarding system issues and upgrades. Act as the key point of contact to CS leaders to communicate usage and changes to systems associated with Customer Success needs
• Generates and follows through on new ideas/solutions on specific Customer Success issues and participates in projects and process improvement initiatives to improve overall team performance

WHAT YOU BRING TO THE TABLE:

• Bachelor’s degree preferred or 2+ years equivalent work experience
• Familiarity with the Contact Center environment
• 2+ years in use of Contact Center System and applications, MS office software
• Exceptional written and verbal communication, and problem-solving skills
• Project management skills
• A self-starter with the ability to multi-task

ABOUT BALSAM BRANDS: Balsam Brands is a multi-brand eCommerce retailer with roots in holiday and home décor. We strive for excellence in everything we do and present a unique opportunity to those who are seeking to have a meaningful impact in a fast-paced, high-energy environment. We love to reimagine eCommerce and retail in ways that thrill our customers and to leave a lasting impact on the world around us. We have fast-growing teams in the Bay Area, Boise, Manila, and Dublin.

The company's outward focus on building trusted consumer brands along with its internal focus on excellence and being a great place to work have propelled it to consistent, rapid growth.

• Balsam Brands in Forbes: http://bit.ly/balsamforbes
• Balsam Brands on LinkedIn: http://www.linkedin.com/company/balsam-brands/

LOCATION: Boise, Idaho

NOTES: This is a full-time, permanent position with benefits. This role will require you to work from our Boise office when we can safely return.

CONTACT: Please submit a cover letter and resume. Please include in your cover letter a dish that you would like to bring to one of our potlucks.

At Balsam Brands, we are dedicated to diversity in our dynamic and growing workforce and are proud to be an equal opportunity employer. We consider qualified applicants without regard to race, ethnicity, religion, age, disability, protected veteran status, marital status, citizenship, gender expression or identity, sexual orientation, or any other legally protected status

Additional Information

All your information will be kept confidential according to EEO guidelines.