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Community and Customer Success Specialist

Envision

Envision

Customer Service, Sales & Business Development
The Hague, Netherlands
Posted on Wednesday, March 27, 2024

What if you could help millions of people use a tool that has a real impact on their everyday life? That’s the opportunity with Envision’s small but passionate team. We empower people who are blind or have low vision to access everyday visual information for themselves. Because it isn’t just information. It’s knowledge, independence, and possibility.

The Product

Envision products articulate visual information into speech. The Envision App is free for everyone — It uses your smartphone’s camera to speak out written information, describes surroundings and objects, and even tells you who’s nearby. Excelling in all kinds of text and object recognition, Envision can read the text in over 60 languages. Be it handwritten notes, text on food packages, or the pages of an entire book.

Our Envision Glasses meanwhile brings our award-winning software to smart glasses, enabling the unprecedented experience of unobtrusive access to the visual world. With features ranging from real-time text recognition, to voice controls and even hands-free video calling, Envision Glasses open the door for the future of wearable assistive technology.

The Role

This full-time role is the bridge between the Marketing and Customer Success Teams and focuses on customer support and monitoring of all Envision communities.

As a Community and Customer Success Specialist, your main responsibilities will be the following:

  • Interacting with end-users in all Envision Communities present on Facebook, Twitter, Telegram and Groups and, when they report a bug in their Envision App or Envision Glasses experience, directing them to support@letsenvision.com
  • Monitoring Envision Communities for trending topics, comments and discussions and reporting them to the Marketing Team to address and respond to when necessary.
  • Ensuring that all feature requests, general feedback, happy user reviews and reporting of potential bugs are properly documented and communicated to the Customer Success Team from both Envision Communities and our Envision Glasses and Envision App Whatsapp Beta Testers groups.
  • Responding to reviews in the App Store and Google Play Store, and directing users to support@letsenvision.com if they report an error in their Envision App or Envision Glasses experience.
  • Conducting 45-minute Envision Glasses Demonstrations and 90-minute Envision Glasses Onboarding Sessions.
  • Handling and ensuring high levels of customer satisfaction for all assigned tickets in your Zendesk queue. Within your Zendesk queue there will be a combination of app and glasses tickets with general questions that with the help of internal templates that we call canned responses, you will be able to edit them depending on the user's case, as well as reference information present in our Help Center to answer users. Support Calls will be necessary as well depending on the ticket.
  • Enhancing adaptability and problem-solving skills for any new responsibilities required in this role by both the Marketing and Customer Success Teams.

What we are looking for:

  • You are associated with the blind and low vision community.
  • You’re curious about people and their problems.
  • You are tech-savvy and interested in app development.
  • You’re a good listener who’s naturally interested to dig in and find solutions.
  • Not afraid to pick up the phone and talk to people from all over the world.
  • You’re organized and a fast problem-solver.
  • You have 1-2 years of customer service experience.
  • Tech support experience is welcome, but not necessary.
  • You are adaptable, patient and flexible.
  • You have professional proficiency in English.

What we offer:

  • Be part of a diverse and award-winning team.
  • Have a global impact at scale, we have users in over 200 countries and our goal is to be as inclusive as possible.
  • Sell a product that people love and that solves real problems, our biggest source of inspiration and motivation are our users, who love our product, which truly enables them to be independent in their daily lives. We are pioneering real applications of technologies like AI for good.
  • We take care of you with a competitive compensation package.

How to Apply

Sound like a good fit for you? Please email us at careers@letsenvision.com and include:

  • This role's title in your subject line, it'll help us to sort through the emails.
  • Send your resume and any links that best showcase relevant projects you have built and done. For instance, your portfolio, LinkedIn, Github or writing samples.
  • Keep it short and sweet.

How to Apply

Sounds like a good fit for you?

We have a short form to fill out for you. The form will request some basic information about you and will consist of a short simple test.

Please fill out this form to apply : https://forms.gle/ev3pco7fJGkoxvc29