Client Operations Administrator

About Subsplash

Subsplash—The Ultimate Engagement Platform™ for churches, Christian ministries, non-profits, and businesses around the world, serves 14,000+ clients, creating impactful products, and delighting the 40 million real people who use our platform every day. Subsplash is one of the fastest growing companies in the U.S. (Inc. 5,000 Fastest Growing Companies in 2020) and has won awards for best mobile experience, been voted one of Seattle and Austin’s best places to work multiple years in a row, created some of the most downloaded apps of all time, and built enterprise software for world-class brands like XBOX, Microsoft, Samsung, Expedia, and Cisco; yet, at the end of the day, our passion is to equip churches to make a lasting impact in our world. Our team of 200+ mission-driven people who are committed to our core values of humility, innovation, and excellence has pioneered the market with over 30-firsts for the church market including the first-ever church mobile app. 

Working at Subsplash is more than just a job; we are a team of people who are courageous, inventive, and passionate about doing meaningful work every day. Don’t take our word for it—head to Glassdoor and see for yourself!

About the Role

As the Client Operations Admin, you will report to the Senior Client Operations Manager. In this role, your main duty will be to play an extremely important role in providing delightful touchpoints for prospects, clients, end users, donors and internal team members through every major step taken with Subsplash. Some of your duties will include monitoring email, chat and phone communications; along with coordinating/collaborating with other teams, supporting and answering questions, processing leads, working on operational/data projects for Client Operations and other teams as needed. You’ll collaborate with both the Client Operations Team, as well as other teams as needed, to provide excellent customer service and operational support.
About the Team

The Client Operations Team is responsible for keeping the lifeblood of Subsplash pumping. They provide delightful touchpoints for prospects and clients through every major step taken with Subsplash. The Client Operations Team works closely with multiple departments in a fast-paced environment to streamline processes, improve channels of communication, and assist in the organization and efficiency for Business Development, Platform Support, Release, Marketing, and Billing teams.

Top 3 Key Outcomes in Year 1

1. Master team systems and processes
2. Learn the value Subsplash Platform provides clients
3. Deliver delight to clients through personal touchpoints 

Your Priorities

• Provide excellent customer service to prospective and current clients via phone, email, and web chat
• Qualify, process, and distribute phone, chat, web, and email leads per rules of engagement 
• Support and engage with donors and end users to assist as needed
• Manage Hello@ inbox to support both internal and external correspondence 
• Ensure no prospect or client falls through the cracks
• Support other teams through internal communication channels, answering questions as needed and offering excellent customer service and operational support where needed
• Keep prospect and client information and account settings up to date in relevant systems

You are...

• A Skilled Communicator: You are enthusiastic, emotionally intelligent, friendly, respectful, and comfortable on the phone and online chat
• Detail Oriented: You understand the value of, and have an affection for, the details
• Investigative: You desire to learn the “why” behind everything. You are naturally curious and have a knack for problem-solving
• An Achiever: You see tasks through to completion and get energized by checking things off your “to-do” list
• Adaptable: You have been described as cooperative and you have no problem wearing multiple hats
• Empathetic: Helping other people makes you happy
• Efficient: You’re highly organized, don’t waste time, and like smart prioritization
• Collaborative: You love working on a team and you understand the importance of everyone's unique roles
• An Awesome Human Being: You exemplify humility, innovation, and excellence. You do great work and continuously strive to improve and grow

Qualifications

• 1-2 years of administrative and customer service experience
• Experience using systems like Salesforce, JIRA, Asana, Google Apps, and Zendesk is a plus
• Demonstrates humility, innovation, and drive for excellence
• High school diploma or GED required, college degree is a plus

Benefits

Generous Paid Time Off, Medical Coverage, Dental Coverage, Vision Coverage, short and long term disability and life insurance all free of charge, Competitive Compensation, 401k Matching, Professional Development, Top of the Line Equipment, Referral Program, Parental Leave, Family-Friendly Culture, and the chance to work side-by-side with thought leaders in emerging tech

This position is classified as Full-time/Non-Exempt and therefore is eligible for overtime pay. Primary position hours are 7:30 am to 4:30 pm Mon-Fri.

Note: Employment with Subsplash is contingent upon satisfactory proof of employee’s right to work in the U.S., as required by law and upon completion of a basic background check and; Employment with Subsplash is considered “at will,” meaning that either the company or the employee may terminate the employment relationship at any time without cause or notice. Subsplash is an Equal Opportunity Employer. We value all human life as all people are created with equal dignity, value, and worth. We do not discriminate on the ground of race, color, religion, sex, age, disability or national origin, or genetic information in the hiring, retention, or promotion of employees; nor in determining their rank, or the compensation or fringe benefits paid them.

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