Customer Relations And Digital Content Manager

Tikvah is seeking a full-time Customer Relations and Digital Content Manager to join our growing multimedia team. Tikvah produces a wide range of video, audio, and written content that reaches hundreds of thousands of people across the globe, including live webinars, online courses, daily and weekly podcasts, and more. The Customer Relations and Digital Content Manager will be responsible for interfacing on a daily basis with Tikvah’s supporters, members, subscribers, readers, and online students in order to ensure a positive and seamless experience with our Digital Content. The ideal candidate will have strong communication skills, exceptional problem-solving abilities, and an unfailingly friendly and respectful demeanor. Previous experience with customer service software, customer management tools, and email marketing platforms is a plus.

Core Responsibilities:

Customer Relations Management (75%)

• Respond to subscriber/member/customer inquiries promptly and professionally via email and phone
• Assist subscribers/members/customers with product-related questions, technical issues, and general inquiries
• Provide accurate and clear information to resolve customer concerns and technical challenges

Problem-Solving and Collaboration:

• Investigate and troubleshoot difficult customer issues, collaborating with other departments in Tikvah as needed
• Redirect issues to appropriate parties and departments as needed
• Keep relevant departments up-to-date on common customer service problems and help them develop tools and best practices in order to improve the customer experience

Documentation:

• Maintain detailed and accurate records of customer interactions, feedback, and resolutions.
• Contribute to the development of a growing knowledge base of documentation for common customer inquiries

Software and Platform Proficiency:

• Develop mastery of all software used throughout the Tikvah customer journey, including customer management, email, payment processing, and subscription management systems

Customer Engagement:

• Proactively reach out to customers to ensure positive user experiences and to gain constructive feedback
• Consistently represent Tikvah and its work in the best possible light to all Tikvah subscribers/members/customers and actively seek opportunities for customer retention and deepening member engagement

Digital Production Support (25%)

• Coordinate the logistics of audio/video recordings, livestreams, and online events
• Set up, perform appropriate checks and testing, and serve as general technical support during recording sessions and live digital events
• Ensure that all audio and video files are properly saved and transmitted to Tikvah’s A/V editors
• Proactively seek to improve the quality, functioning, and professionalism of Tikvah’s A/V recording and webinar technology infrastructure

Qualifications:

• Superior communication skills, both written and verbal
• A patient, understanding, encouraging, and friendly demeanor
• Strong problem-solving abilities and attention to detail  The ability to learn and adapt quickly
• A team-spirited attitude and passion for making life easier for others
• Proven ability to multitask and manage time effectively
• 0-3 years of relevant experience

Preferred Skills:

• Experience in e-commerce or SaaS industry
• Knowledge of payment processing and financial transactions
• Familiarity with ZenDesk or other customer support software
• Familiarity with Klaviyo email marketing platform
• Previous experience using Salesforce or other CRM system
• Understanding of Customer Relationship management principles

This is a full-time, hybrid position, with 1-2 in-office days required per week. Compensation is competitive, commensurate with experience and skill. Excellent benefits package, including health insurance, 401K plan, paid vacation, paid time off for Jewish and national holidays, and short Fridays.

Tikvah is a leading Jewish think tank and educational institution committed to educating the rising generation of Jewish, Zionist, and American leaders. We seek to cultivate Jewish citizens with moral confidence and civic courage, informed by the hard-won lessons of Jewish history and devoted to strengthening Western civilization through Jewish ideas and institution-building. To advance this mission, Tikvah operates intensive fellowship programs, summer institutes, working groups, and honors programs for students of all ages; and we produce publications, podcasts, conferences, and online courses that bring Tikvah’s ideas to the world.

Tikvah is an Equal Opportunity Employer, committed to an inclusive work environment, and we welcome a diverse pool of candidates for all searches

Job Type: Full-time

Pay: $52,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Relocate:

• New York, NY 10022: Relocate before starting work (Required)

Work Location: Hybrid remote in New York, NY 10022