Customer Engagement Representative at SurveyMonkey
Who we are and what we do
Momentive (NASDAQ: MNTV) (formerly SurveyMonkey) is a leader in agile experience management, delivering powerful, purpose-built solutions that bring together the best parts of humanity and technology to redefine AI. Momentive products, including GetFeedback, SurveyMonkey, and its brand and market insights solutions, empower decision-makers at 345,000 organizations worldwide to shape exceptional experiences. More than 20 million active users rely on Momentive to fuel market insights, brand insights, employee experience, customer experience, and product experience. Ultimately, the company's vision is to raise the bar for human experiences by amplifying individual voices. Learn more at Momentive.ai.
More about our Customer Operations Team
There are 17 million active users of SurveyMonkey solutions and we provide round-the-clock, multi-lingual support to those users. We help our customers take full advantage of our products, and solve their technical challenges. We're consultative in our approach, aiming for the highest quality customer experiences.
What we're looking for
Reporting to the manager of customer operations, you will provide outstanding service to our diverse customer base, resolving customer issues, primarily through phone and email support. You will address and resolve customer technical difficulties and product usage inquiries, and provide consultative support and recommendations to help our customers be successful in all of their survey endeavors.
- Assist SurveyMonkey customers through email, phone, and chat support, answering a variety of technical questions.
- Be the expert our customers need through technical troubleshooting and product guidance.
- Use multiple tools to uncover customer needs and the appropriate resolution to their problem.
- Adapt to changes in the product and request volumes, helping as many customers as possible each day.
- Experience understanding and troubleshooting online technology.
- A customer-centric approach.
- Experience finding solutions to the most complex challenges.
- Experience engaging customers over the phone, email, chat, and social media.
- A passion for absorbing new information and quickly mastering new products and features.
- Familiarity with CRM software, preferably Salesforce.
What we offer our employees
Momentive is a place where the curious come to grow and shape what's next. By embedding inclusion into our processes, policies, and culture for our 1,400+ employees across North America, Europe, and APAC, we're building a workplace where people of every background can excel. We've won multiple awards and received recognition for our forward-looking policies, including extended parental and bereavement leave, vendor benefits standards, and Take 4 sabbaticals.
Momentive is featured as a Glassdoor 2021 Best Place to Work and National Capital Region's Top Employer in Canada (2021). In 2020, Momentive was recognized as a top place to work by Glassdoor Best Places to Work, Fortune Best Places to Work in the Bay Area, Parity.org's Best Companies for Women to Advance, and National Capital Region's Top Employers in Canada. Momentive has consistently been recognized by Great Place to Work® and Fortune as a top workplace since 2018, and we have also won numerous awards as a leader in global survey software, including being named among the G2 Best Software Companies, CNBC's Disruptor 50, and the Forbes Cloud 100.
Our commitment to an inclusive workplace
Momentive is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. Accommodations are available for applicants with disabilities.
Learn more about our diversity, equity, and inclusion efforts here.