Job Description
Ring is looking for an organized and self-motivated ECR Specialist to join our Executive Customer Relations Team (ECR). This is a fully remote position based in the UK.
As an ECR Specialist, you will work alongside the Product Reviews, Neighbor Advocacy, Legal, PR, Community and the Social Media teams at Ring.
Working directly with customers, you’ll be expected to respond to highly complex customer cases involving escalations, senior leadership escalations, trust and safety issues, social media posts, and Amazon Reviews. The right candidate will also thrive in a highly entrepreneurial, fast-changing, and collaborative environment where people are driven, enthusiastic, collaborative and not afraid to take risks.
The operating hours for our support are 8am to 6pm, seven days a week. Successful candidates will work in a rotational shift pattern within these hours. Weekend shifts are shared on a rotating basis across the team - this means you would typically work one weekend approximately every two months, with time off given in lieu.
Key job responsibilities
- Successfully reply to complex, fast-moving and unexpected communications challenges
- Respond privately to customer reviews, providing technical insights and recommendations
- Troubleshoot technical issues for Ring customers
- Communicate and collaborate with team-members to resolve escalations
- Utilize all available resources to solve problems
- Provide exceptional technical assistance and customer service for highly escalated challenges with care
- Regularly identify and report on noteworthy developments and trends and share those with the appropriate departments
- Work alongside team-members and other teams on PR and Communications related issues on social media
- Identify and escalate system errors and other technical issues
A day in the life
As a ECR Specialist, you will start your day by addressing escalations brought up by internal stakeholders, looking at new Amazon Reviews at your inbox and social media posts and direct messages. Next, it is time to address pending cases, dive deep on the root causes, consult with stakeholders, and resolve them.
About the team
The ECR (Executive Customer Relations) team is Ring's highest-level escalation department, handling executive escalations, Amazon reviews, security and safety cases, social media, and community support across European markets. We act as the final point of resolution for the most complex and sensitive customer issues in the EMEA region.
Basic Qualifications
- Bachelor's degree or equivalent
- At least two years’ experience in Customer Service or Social Care
- Fluent in Dutch and English
Preferred Qualifications
- Experience identifying and resolving complex issues
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