Freelance Project Manager - Process Improvement Customer Experience (m/f/x)

About us

Thousands of strong voices use Steady to publish their work and secure a reliable income. From blogs and online magazines to podcasts, newsletters, and more, Steady enables independent media to earn a sustainable income via memberships. We re creating the future of independent media. Come join us!

About the role

Our Creators and their members are at the heart of everything we do, and we are committed to delivering excellence in supporting them and in continuous improvement of our processes to enable this. We have recently transitioned to Intercom as a tool for the Support team. This role will be focused on implementing Intercom primarily into our Customer Experience processes ensuring that the voice of our customers is at the forefront of everything we do.

This will also require working across all teams in the organisation, including the Steady Sales, Product and Creator Success teams, integrating programmes and procedures that ensure our customers are served efficiently, professionally and with excellence as standard.

The project will include improving on and establishing new metrics to identify opportunities and monitor progress. The work will be focused on improving satisfaction of our customers, while increasing operational efficiency.

You will ensure Steady is focused on building and maintaining the key drivers of customer success delivered by the fastest most impactful processes and tasks.

We are looking for someone who could join us for at least 20h/week on a freelance basis.

Tasks

What the role involves

• Design, build, modify, and improve key customer support processes, integrating these processes into Intercom to enhance effectiveness and efficiency of current planning and execution
• Identifying common issues and incorporating these into processes and into our launchpad (FAQs) guide for Creators and Members
• Work with Sales and Product teams to understand key processes and build these into Support team responses
• Think through complex and difficult problems and propose new ideas, detailed plans, project potential outcomes and impacts and break down the work into actionable phases
• Establish appropriate dashboard metrics and targets for the Support team to prioritise how to improve our customer's overall experience
• Reduce operational risk, while still improve customer experience (and NPS scores)

Requirements

Ideally you

• Effectively identify plans to improve processes from concept through completion and ensure meeting of requirements and timely delivery
• Demonstrate extensive experience at supporting a team environment that promotes growth and ensures quality outputs, aligning resources based on skills through the standard work intake model
• Demonstrate extensive experience with Intercom
• Work quickly and efficiently to meet all time constraints
• Have 8+ years experience in process improvement or strategy experience within a customer-centric industry
• Have demonstrable Customer Experience and Customer journey mapping experience with a focus on customer support, adoption, or deployment programs, and change management
• Have experience working with or supporting services roles
• Demonstrate superior strategic, process improvement and problem-solving skills
• Have excellent written and verbal skills
• Fluency in English is required, fluency in German is a plus

Apply Now!

Steady is committed to equality, diversity and inclusion and is building a team accordingly. It s also really important to us to find the very best people we possibly can for our team, regardless of their background, and to be transparent so our recruitment process is a little different.

Even if you re not sure you have the right experience, you can always get in touch and have a chat with one of us. We d love to hear from you.