Job Description - Why Headout?

Headout is evolving the way people discover the world by connecting them with exceptional experiences in their city at the push of a button. We are building a magical platform that gets everyone to head out and have fun in a matter of seconds; no matter where you are and what you want to do. We are combining a delightful product experience, data-driven decisions, sophisticated supply side logistics network and world-class operations to solve a huge basic human problem: how do we have a good time?We- ve grown 15x in the last 9 months and are backed by some of the finest investors in Silicon Valley who are behind companies like Alibaba, Lyft, Snapchat, Snapdeal, Angellist, Instacart, Product Hunt, Postmates and others.As an Engagement Specialist, you will be responsible for fulfilling customer demands and enhancing customer experience to ensure seamless shopper experience.Your unique people skills and insights allow us to get out in front of problems and proactively help customers with potential troubles.

What you'll do:

- Provide an exceptional experience to our customers across all touchpoints including calls, chats and emails

- Take ownership of customer experience and related processes and proactively look for ways to find solutions for potential problems.

- Work with our vendor partners to troubleshoot issues related to reservations and customer feedback

- Collect & analyze customer feedback to help improve processes and business functions across the company

- Instill a strong customer-centric culture and keeping everyone focused on what really matters: helping our customers and improving their experience with us.

- Collaborate with shift managers to help improve processes and outbound communication with our customers

- Collaborate with colleagues to improve internal reporting and track key performance metrics within the team.

Who you are:

- Customer centric: Obsessed with customer experience and genuinely empathise with our users

- Flexible and open to new learning experiences

- Communication: Excellent written and oral communication skills

- Process-oriented: Love the idea of interworking systems and structured processes

- Multi-tasker: Excellent time management and prioritization skills and can handle multiple tasks with ease

- Problem-solver: Get things done, no matter what.

- Self-starter: Strong initiative and ability to figure things out by yourself

- Bonus: 1+ year(s) experience, preferably in operations or customer success

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