Job Description

Customer Relations and Digital Content Manager

Tikvah is seeking a full-time Customer Relations and Digital Content Manager to join our growing multimedia team. Tikvah produces a wide range of video, audio, and written content that reaches hundreds of thousands of people across the globe, including live webinars, online courses, daily and weekly podcasts, and more. The Customer Relations and Digital Content Manager will be responsible for interfacing on a daily basis with Tikvahs supporters, members, subscribers, readers, and online students in order to ensure a positive and seamless experience with our digital content. The ideal candidate will have strong communication skills, exceptional problem-solving abilities, and an unfailingly friendly and respectful demeanor. Previous experience with customer service software, customer management tools, and email marketing platforms is a plus.

Core Responsibilities

• Customer Relations Management (75%)
• Direct Customer Support: Respond to subscriber/member/customer inquiries promptly and professionally via email and phone; Assist subscribers/members/customers with product-related questions, technical issues, and general inquiries; Provide accurate and clear information to resolve customer concerns and technical challenges
• Problem-Solving and Collaboration: Investigate and troubleshoot difficult customer issues, collaborating with other departments as needed; Redirect issues to appropriate parties and departments as needed; Keep relevant departments up-to-date on common customer service problems and help them develop tools and best practices to improve the customer experience
• Documentation: Maintain detailed and accurate records of customer interactions, feedback, and resolutions; Contribute to the development of a growing knowledge base of documentation for common customer inquiries; Create how-to video tutorials to share with customers
• Software and Platform Proficiency: Develop mastery of all software used in the Tikvah customer journey, including customer management, email, payment processing, and subscription management systems; Proactively reach out to customers to ensure positive experiences and gather constructive feedback; Represent Tikvah positively to subscribers/members/customers and seek opportunities for retention and deeper engagement
• Digital Production Support (25%)
• Coordinate logistics of audio/video recordings, livestreams, and online events
• Set up, perform checks and testing, and provide general technical support during recording sessions and live events
• Ensure audio and video files are properly saved and transmitted to A/V editors
• Seek to improve the quality and reliability of Tikvahs A/V recording and webinar technology
• Work with the podcast production team to upload episodes to the Tikvah Ideas website

Qualifications

• Superior communication skills, both written and verbal
• A patient, understanding, encouraging, and friendly demeanor
• Strong problem-solving abilities and attention to detail
• The ability to learn and adapt quickly
• A team-spirited attitude and passion for making life easier for others
• Proven ability to multitask and manage time effectively
• 0-3 years of relevant experience

Preferred Skills

• Experience in e-commerce or SaaS industry
• Knowledge of payment processing and financial transactions
• Familiarity with ZenDesk or other customer support software
• Familiarity with Klaviyo email marketing platform
• Previous experience using Salesforce or other CRM system
• Understanding of customer relationship management principles

Job Details

• Location: Hybrid in New York, NY area
• Schedule: Full-time
• Compensation: Competitive, commensurate with experience
• Benefits: Excellent benefits package, including health insurance, 401K plan, paid vacation, PTO for Jewish and national holidays, and short Fridays

About Tikvah

Tikvah is a leading Jewish think tank and educational institution committed to educating the rising generation of Jewish, Zionist, and American leaders. We seek to cultivate Jewish citizens with moral confidence and civic courage, informed by the lessons of Jewish history and devoted to strengthening Western civilization through Jewish ideas and institution-building. Tikvah operates fellowship programs, summer institutes, working groups, honors programs, publications, podcasts, conferences, and online courses.

Equal Opportunity Employer

Tikvah is an Equal Opportunity Employer, committed to an inclusive work environment, and we welcome a diverse pool of candidates for all searches.

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