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 Wufoo Customer Advocacy Team

Are you a problem solver? A people person? A user advocate? We're looking for someone who is passionate about helping us live up to our promise to deliver the industry's best customer support. We are a small team who help our customers make smarter decisions, be it on social media, over email, or through our Help Center, while thinking up new ways to do an even better job tomorrow. In this role you would report to the Wufoo Customer Operations Manager. If empowering smarter, quicker, and easier decision-making appeals to you, help make it happen – apply today!

What we're looking for

In this role, you will provide outstanding service to our diverse user base, resolving customer billing, technical, and product issues through multiple contact channels. You will provide consultative support and recommendations to help our customers be successful in their current and future form endeavors. You will work cross-functionally to diagnose and prioritize product issues, understanding how people use our product and finding creative solutions to satisfy their needs.

You will

• Collaborate with users by email to make every user successful. This involves troubleshooting, making recommendations or explaining products that are best suited to the user's needs.
• Ensure customer satisfaction by providing quality issue resolution within the established response times and adapt to needs of queue and service levels.
• Assist customers and team with technical product issues. Identify and reproduce, file articulate bug tickets, communicate with product and engineering to ensure they have what they need to prioritize and fix issues, keep team members and affected customers up to speed.
• Coordinate response to interruptions in service. Monitor technical operations and customer reports for indications of incidents or outages, and provide customers and colleagues with the information they need about the status of our services.
• Evaluate opportunities to increase customer retention and satisfaction through the use of our products.
• Work on projects to enhance team operations and improve efficiency.

You have

• 2+ years of experience solving software issues for customers with high expectations.
• Outstanding written communication skills, adapting communication style for any audience.
• Zeal for collaboration and problem solving
• Basic knowledge of HTML, CSS, javascript, APIs

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.