About Us:

The Wolfe Companies, LLC, a leader in the Gift Card and FinTech sectors, is known for its prominent brands such as PerfectGift, Gift Card Granny, GiftYa, Reaf Marketing, and Give InKind. Our company excels in delivering exceptional value and customer experience in our industry. You'll find detailed information about our company culture, values, and the recognition we've earned in our industry at the top page of our career site.

Role Summary:

We are looking for an Optimization Specialist. This position is dedicated to refining and enhancing our customer interaction platforms, such as Zendesk and Chatbots, aligning them seamlessly with our strategic objectives of enhancing customer satisfaction, reducing operational costs, and resolving customer issues with utmost efficiency. Working with our Product Managers and the Marketing team, the Optimization Specialist will play a crucial role in ensuring our customer support platforms are not just functional but also perfectly tuned to our business goals and customer needs.

The Platform Optimization Specialist will take a hands-on approach in managing and optimizing customer interaction platforms.

Responsibilities:

• Customer Service Optimization:
  • Build off current work to develop further optimization to decrease customer service calls and tickets.
• Content Development and Management:
  • Develop and maintain a comprehensive content strategy to empower customers through self-service and reduce reliance on direct support.
  • Ensure all customer-facing content is clear, accurate, and aligns with our brand voice.
• Problem-Solving and Analysis:
  • Analyze customer interactions and feedback to identify patterns and areas for improvement.
  • Collaborate with cross-functional teams to develop solutions for recurring customer issues.
  • Report on usage patterns and issue opportunities
• Platform Management (Zendesk/Chatbots):
  • Oversee the optimization of Zendesk and chatbot functionalities to enhance customer support efficiency.
  • Regularly review and improve chatbot scripts and workflows to ensure a high-resolution rate.
• Project Management:
  • Lead and manage projects aimed at improving customer experience, tracking progress, and ensuring timely completion.
  • Coordinate with different departments to implement solutions and improvements effectively.
• Cost Management:
  • Develop strategies to reduce the cost per customer by optimizing support operations and enhancing self-service options.
  • Monitor and report on key performance indicators related to cost and customer satisfaction.

Qualifications:

• Proven experience in analytics, optimization, writing or success or success roles.
• Strong background in content writing, with the ability to produce clear, persuasive, and customer-friendly content.
• Excellent problem-solving skills and the ability to analyze data to drive decisions.
• Experience with Zendesk, chatbot platforms, or similar customer support tools.
• Demonstrated ability in managing and leading projects to successful completion.
• Exceptional communication and collaboration skills, with a customer-focused mindset.

Compensation & Benefits:

Wolfe is committed to providing its employees with a benefits package designed to give them the flexibility they need to ensure a healthy life/work balance. Wolfe offers its employees great benefits and perks, including, but not limited to:

• Restricted Stock Units (RSUs)
  
• Medical, Vision, and Dental insurance for employees and dependents
• 15 days of PTO (vacation). 20 days after the 2-year anniversary. 25 days after the 5-year anniversary.
• 12 Paid Holidays plus 2 Floating Holidays
• 401(k)
• Tuition Reimbursement
  
• Employee recognition program
• Charitable Donation to a Charity of YOUR Choice yearly
• Family Picnic, Holiday Party, and other employee outings
  
• Brown bag sessions to keep you informed on the company/industry
• Internal Culture Club
• Competitive Compensation

Wolfe is an Equal Opportunity Employer.

Wolfe does not sponsor individuals for the purpose of obtaining H-1 Visas.