Self Service Integration Specialist

hace 3 semanas

Dominguito Barrio, Puerto Rico Amazon A tiempo completo
About the Role

Audible is seeking a highly skilled Self Service Integration Specialist to join its Customer Care team. As a key member of the Knowledge Management team, you will be responsible for driving the success and performance of digital self-service tools and efforts to deflect customer contacts.

Under the direction of the Director of Knowledge Management, you will work closely with Product, Engineering, UI/UX, and Analytics teams to reduce customer effort and drive issue resolution digitally through high-functioning self-service solutions. You will analyze usage data to challenge and validate self-help solution methodologies, continuously evolving to meet changing customer needs.

You will develop and sustain a collaborative, outcome-driven culture through data and knowledge management activities, enabling an innovative culture. As a vital part of the international Knowledge Management team, you will work with business teams to support major launches and other high-profile initiatives.

About You

You possess a deep understanding of Knowledge Management methodologies, paired with first-class writing and verbal communication skills. You excel at understanding and diagnosing broken or frustrating customer experiences through qualitative and quantitative data, transforming it into compelling narratives to drive action.

You are a self-starter, taking initiative to influence others and drive progress with minimal direction. You are not afraid to challenge the status quo, applying strong business judgment to find novel solutions to problems. You thrive in a culture of empowerment, innovation, and rapid change.

Responsibilities

  • Support Customer Care and Knowledge Management to define business requirements for improving self-help solution effectiveness across all digital self-service assets
  • Convey validated concepts to product managers, UX designers, engineers, and leadership
  • Use usage data to challenge and validate self-help solution methodologies
  • Work hand-in-hand with the KM Directors to build persona-based journey maps to lead the discovery, design, and development of self-help solutions for Audible Help, ACX Help, Contact Us, and other self-help channels
  • Partner with Customer Care to analyze and plan actionable insights based on top contact drivers and other data to find opportunities to improve the self-help experience
  • Determine critical processes enhancements and technical changes and assess the impacts of these CX improvements on overall contact deflection efforts
  • Define and track KPIs related to the self-help solutions delivered and be able to articulate trends, identify root cause analysis, and define actions on a weekly and monthly basis
  • Recommend new technologies and experiences wherever possible in the customer workflow to reduce customer effort, increase self-service, and drive a positive customer experience
  • Handle reporting for self-serve channels to better understand performance and volume across multiple channels, self-serve usage, and self-serve trends

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