Bruce's
About the Role:
This role focuses on enhancing Bruce’s customer experience through technology. The successful candidate will work with colleagues and technology to improve customer service and processes. This is a hybrid role, with a balance of office-based and remote work.
Key Responsibilities:
- Support onboarding and training of new colleagues, developing scalable processes for training.
- Act as the primary help desk for software and app-related inquiries beyond the Customer Care Support Group (CCSG).
- Create and maintain an FAQ guide to empower self-service support.
- Manage and troubleshoot phone system users and workflows.
- Collaborate with internal teams (e.g., marketing, finance) to align customer experience with business objectives.
- Serve as the single point of contact for Bitcube, prioritizing communications to optimize developer workflow.
- Onboard and train teams on new software/app functionality.
- Test new software and app releases, working with CCSG.
- Triaging and prioritize bugs for the CC Support Group.
- Gather colleague feedback to improve customer experience and technology.
- Collaborate with Bruce’s on the specification, management, and planning of the tech roadmap.
Skills and Expertise:
- Strong communication skills (written and verbal)
- Prioritization skills
- Critical thinking and problem-solving abilities
- Attention to detail
- Teamwork and collaboration
- Organization and time management
- Software proficiency
- Experience with basic software (specific details would be beneficial if available)
- Adaptability and willingness to learn new software and processes
- Conscientiousness
Why Join Us:
Bruce’s is a company that strives to enrich the lives of dogs and their families through its values: Pawsitivity, All fur one, Wag for it, and Sniff out the new stuff. This role provides an opportunity to be part of a supportive, growing team with opportunities to contribute to innovative projects and initiatives. This is a significant investment in software development, and the position is important to its success.