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Senior Customer Success Representative

Vancouver, Canada
We're looking for a Senior Customer Success Representative to join our fun and talented Customer Success Team. As a Senior CSR you will be a champion of a high performance environment and communicate the vision and values of Plenty of Fish to the team. This team strives to enhance our members' experience by providing high quality, responsive, and empathetic service and consistently check for quality, and coach our members in the usage of self-serve resources.

As a Senior CSR you will be an advocate for Plenty of Fish and be an expert in all of Plenty of Fish's features and functionality. You will handle a fluctuating volume of work as it corresponds to site updates and assist our clients in English using Zendesk.

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So, what will you do?

  • Process subscriptions, refunds and chargeback management as well as any other necessary transactions.
  • Use intuitive skills to effectively determine customer needs, research possible causes, and create correspondence to fully address and resolve customer inquiries and capture feedback on the product for use by our Product team
  • Ensure that emails are processed in adherence to established policies, procedures, quality standards, and site Terms of Use
  • Contribute to personal and group projects to improve service delivery and processes across the department.
  • Contribute regularly to our customer-facing knowledge base [Help Center]
  • Manage multiple member issues at a time with strict observance of associated tasks and deadlines (as defined by the department)
  • Escalating issues that require additional resources to ensure resolution, taking accountability for next steps by referring the member to the appropriate person or resource, entering all relevant information into the member profile to ensure efficient follow up and communicating with colleagues as required
  • Relay any trends of potential defects or other patterns noticed to the Customer Success Manager
  • Methodically troubleshoot issues and coordinate resolution with our Trust and Safety Team, Product and other squads as needed
  • Make updates to customer accounts on the website if applicable
  • Research accounts using the Customer Service Management system; requires extensive knowledge of the product and all related features

You'll be a match for this role if you have..

  • Minimum of 2 - 4 years of related experience in a similar Customer Success role
  • Extensive knowledge of Zendesk 
  • Willing to commit to a Sunday- Thursday schedule as well as work some overtime as needed
  • Superb written and verbal communication skills; excellent grammar, vocabulary, syntax
  • Ability to understand a wide variety of people, determine their needs and be able to communicate in a compelling, empathetic, and personal manner; must be able to provide assistance without involving personal beliefs, standards, or expectations
  • Working knowledge of Windows Operating System and various internet browsers.
  • High attention to detail
  • Excellent decision making skills
  • Post-secondary education is preferred, but is not a requirement
  • Ability to multitask and manage time effectively in order to meet required email response times
  • Ability to adjust to fluctuating workflow on a daily basis
  • Internet savvy. This is more than just being able to post to your facebook wall. For example, you know what a cookie is, even if you’re not sure how it works
  • Ability to use initiative to work independently and manage own workload
  • Ability to communicate with the appropriate tone based on the reported issue and the level of frustration expressed by the customer

Why Plenty of Fish?

At Plenty of Fish, our vision is to create the most dates for our users around the world.

We’re one of the top revenue-driving brands in the Match Group (comprised of Tinder, OkCupid, Hinge,, and we still remain a small close-knit team based in downtown Vancouver.

If you’re keen on solving complex problems at scale, you want to work in collaborative cross-functional squads, and you value autonomy and accountability, we should talk. 

Our Values
Be Proud - It's OUR sh*p. Own it! We see challenges as opportunities and take action.
Make Waves - We profoundly impact millions of peoples' lives, every day.
Dive Deep - We empathize with our members and use data to surface smart decisions.
Crew Together - We love what we do, have fun, and are free to be ourselves.

We’re committed to creating an equal and inclusive environment; we welcome all crew (and prospective crew) members regardless of race, colour, ancestry, place of origin, political belief, religion, marital status, family status, physical or mental disability, sex, sexual orientation, gender identity or expression, age, conviction unrelated to employment, or any other prohibited ground of discrimination recognized by applicable law.  Plenty of Fish is proud to be an equal opportunity workplace.

Linkedin: @PlentyofFish
Job ID: 46b68ceb-b91e-4766-8e7f-d6d4f519ca34
Employment Type: Other