💻CX Associate
Epoch
CAD 50k-65k / year + Equity
Posted 6+ months ago
💻
CX Associate
📍 Remote-first. Pref: Kitchener-Waterloo, Toronto (GTA), Greater Vancouver Area. | $50K - $65K CAD and 0.01% - 0.35% equity | 🔗 www.epochapp.com | 📧 jobs@epochapp.com.
We are on a mission to help companies create meaningful culture for all employees.
Companies are struggling with retention and engagement. When employees feel connected to their day-to-day, they are happier and more productive team members.
Epoch is an employee experience platform that unifies all employee programs and internal comms.
Leaders from Stack Overflow, Salesforce, Data Dog and more use Epoch every day to enable their culture, internal comms, learning, and employee engagement programs.
What we offer
An opportunity to join a growing startup where your contributions directly impact our customers and the company’s success. You’ll work with a collaborative, passionate, and high-performing team dedicated to creating exceptional customer experiences.
👩💻 Who you are
You are customer-obsessed and thrive on building genuine connections. At our seed-stage startup, our customers are at the core of everything we do. You enjoy getting to know them on both a professional and, when appropriate, a personal level.
You have an entrepreneurial mindset, embracing ownership and accountability over your book of business. You are proactive, resourceful, and thrive in environments where you can take initiative and drive results.
Collaboration is in your DNA. You recognize that success is a team effort, and you value working closely with others in a high-touch, fast-paced, and iterative environment. Sharing insights and maintaining a tight feedback loop with your team are key to achieving collective success.
You are analytical and data-driven, motivated by measurable goals and outcomes. Numbers guide your decision-making, and you enjoy using data to inform strategy and track performance.
What You Bring
Responsiveness and agility: Delivering a best-in-class customer experience means acting with urgency and precision. You’re quick to respond and move fast when customers need support.
Exceptional organization and time management: You excel at follow-ups, follow-throughs, and keeping multiple priorities on track.
A sense of urgency and strong work ethic: You understand that supporting customers sometimes means going beyond the typical 9-5. While we value balance and rest, you’re prepared to prioritize customer needs when necessary.
High standards with a growth mindset: Your work and expectations for yourself and others reflect excellence. At the same time, you’re humble, eager to learn, and excited to grow alongside a talented team.
Adaptability and technical savvy: You’re comfortable working in a startup environment and learning new tools to improve productivity. Experience with platforms like G Suite, Trello, Confluence, Jira, CRM software, scheduling tools, and pipeline reporting is a plus.
Qualifications
1-3 years of experience in a customer-facing role, ideally as a Customer Success Associate or Sales Development Representative.
Experience conducting discovery calls or working in a fast-paced customer engagement environment is a bonus.
🙌 What you will do
Customer Onboarding & Support with Platform Usage
Create onboarding materials and tools for clients to use when onboarding their employees and running their first events or sending their first communications
Identify ways to optimize the client experience from onboarding to company launch
Prepare content for clients to use containing Epoch best practices, tips for using the Epoch platform, etc
Work directly with clients to define and execute an annual custom program strategy using Epoch that integrates with their broader communication channels to ensure employees use the Epoch platform to discover all their internal events.
Respond to client inquiries in a timely manner
Escalate and prioritize client requests with product management
Customer Success
Provide data-driven insights that inform the growth and long-term success of partnerships with our clients (ex. Bi-weekly check-in materials and quarterly business review materials)
Continuously track and measure KPIs across all clients and provide internal updates to team members across all departments
Maintain and optimize internal KPI dashboards
Analyze customer engagement data and to determine: success, areas for improvement and recommendations for initiatives to improve the customer experience and/or employee engagement numbers
Demonstrates a proactive approach by identifying challenges and delivering creative solutions
Convert clients into Epoch champions, leveraging their success for references and case studies
Continuously optimize the Epoch customer success playbook from on the ground experience working with our clients
Ensure client renews their contract with Epoch
Cross-functional knowledge share
Share your front-line knowledge and experience working directly with customers to the sales, engineering, product and design team to ensure everyone is up to date with customer needs and requests
Work directly with product, design, and engineering to communicate your customers' priorities and most requested features
Share customer behavior and best practices of Epoch to sales to expand their understanding of the product's possible uses-cases for potential customers
Stress-test feature requirements for customers by creating workarounds on Epoch’s existing platform and determining its level of painfulness, impact and revenue potential. After, translate your insights to the overall product/engineering team for feature ideation.
📝 Job details
We are remote-first
Our pay is competitive and is a combination of salary and equity
This is a full-time role
✨ Our values
Customer Obsession. Embrace Ambiguity. Roll Up your Sleeves.
📧 How do you apply?
Send an email with your resume and LinkedIn (and no lengthy email or cover letter!) to jobs@epochapp.com.
We’re all excited to meet you! ☺️
We are a small and mighty team made up of a diverse group of experienced builders, innovators and mission-driven individuals. We are intentional with each early hire as you will be crucial in shaping our product, company, and culture.
We're proud to be backed by a diverse and select group of investors that we admire. Including: Rally Ventures, Charles Hudson (Precursor Ventures), Akash Garg (CTO Afterpay, prev. Director of Eng at Uber + Twitter), Founders of Caviar (Square acq), prev. VP People of Reddit, Terrence Rohan, Mark Ghermezian (founder, prev CEO of Braze) and many many more!
Our team
Check out more on our website: https://www.epochapp.com/about
