Customer Happiness Specialist
at TinkerList.tv in Leuven

TinkerList is a cloud based application to support TV teams creating Talk Shows, Game Shows, Live Shows, Online News, Esports, Visual Radio and Events. It supports the workflow through ideation, writing a script and rundown and handle media. In the technical environment of the studio, our online rundown integrates with prompters, graphic engine and play-out devices. The integration with graphic engines and play-out devices (like vMix) is done via our application TinkerList Cuez. This application handles media downloaded from the script and enables automation of media cueing during recordings. It’s a revolutionary and state-of-art application that means a digital revolution in TV and Event production.

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  • Leuven
  • Werkplek: flexibel
  • Ervaringsniveau: medior

Your mission

Yes, that's right: Customer Happiness. We don't like to call it customer 'success' or 'support', since this role covers so much more than that. Do you have strong customer service skills and a technical mindset? You might be exactly the person we are looking for!

As a Customer Happiness Specialist at TinkerList, you ensure the best customer experience for international clients in the television and entertainment business for our Saas application. You are the first point of contact from the moment they are on board and you'll support them throughout the whole customer journey. You'll work closely together with both our development and marketing team to strive for a constant improvement of our product and services.

As a Customer Happiness Specialist, you will:

  • Elevate customer happiness by providing excellent onboarding, technical support and personal service to our customers
  • Consult on improving existing workflows and documents by creating the ideal set-up in our platform and help bring television and content creation to the digital era
  • By doing so, become an expert in the field of our product and a trusted person for advice and support
  • Identify customer issues and bug reports by finding the source of the problem and look for prompt and appropriate solutions
  • Communicate with your colleagues of the development team regarding current or ongoing issues and follow-up on finding solutions
  • Document and track customer issues and resolutions
  • Write and update user manuals and create digital content like instruction videos, product images and webinars
  • Ensure a constant evolution of our product and services by detecting areas for improvement by looking at the data of customer requests/questions and participating in feature or product brainstorms
  • Communicate with users about product updates or new features on a regular base, working closely together with the marketing team

Your profile

You:

  • Have done this before for at least 1-2 years, whether it's as an employee, self-managing or internships, ideally in a technical or SaaS/start-up environment
  • Are enthusiastic about technology with demonstrated technical aptitude towards new solutions and applications. And yes, you're the kind of person your mom calls to help her out with her new iPad.
  • Have strong computer skills with working knowledge of mainstream online platforms and SaaS applications like Notion, Slack, Intercom, ClickUp or similar.
  • Have excellent verbal and written communication skills in English. Knowledge of other languages is a big plus.
  • Are passionate about helping people and able to empathise with the specific needs and technical acuity of each customer.
  • Have an analytical mind that loves to translate a multitude of functionalities and technicalities into clear and easy to understand user manuals & materials.
  • Also know how to investigate on customer bug reports or questions and translate these issues into clear reports for your technical colleagues of the product team.
  • Are organised and work with an eye for detail and you just love that 'finishing touch' that gives your work a little extra.
  • Are flexible and have a hands-on mentality, while managing competing priorities in a fast-paced environment.
  • Can adapt to a flexible work schedule and are open to work occasionally on evenings or weekends.
  • Don't like to be alone on the field, but love to pass the ball to your team mates and score together.
  • At TinkerList, we strongly believe in a healthy work-life balance and conditions. If you work remotely, you should live and work in the range of time zone UTC-04:00 and UTC+03:00.

Why us?

  • A full-time or part-time (min. 80%) contract
  • A competitive salary in line with your experience, skills and knowledge
  • 20 paid holidays, as well as public holidays, 40 hours-week compensation (Belgium only), paid parental leave, sick days & social leave and a flexible 'no ask, must tell' time-off policy
  • Flexible work hours and remote working in a distributed-first team
  • Learning opportunities for personal development and growth

We’re a high growth established startup with big plans for the future. That means a big challenge, but also means, big growth opportunities.

At TinkerList, we collaborate as an international and cosy team from all over the world, working closely together in a family-like atmosphere.

This role is either remote or Belgium-based, depending on your location. If you work from Belgium, you are offered a spot at our office in De Hoorn, a creative co-work space in Leuven.

Questions about this position or the application process?

Any questions regarding this position? Contact us via [email protected]

About us

TinkerList is a cloud based application to support TV teams creating Talk Shows, Game Shows, Live Shows, Online News, Esports, Visual Radio and Events.

It supports the workflow through ideation, writing a script and rundown and handle media. In the technical environment of the studio, our online rundown integrates with prompters, graphic engine and play-out devices. The integration with graphic engines and play-out devices (like vMix) is done via our application TinkerList Cuez. This application handles media downloaded from the script and enables automation of media cueing during recordings. It’s a revolutionary and state-of-art application that means a digital revolution in TV and Event production.

We are a Belgium based company, with an international team working both from the office as remote from anywhere in the world, like Brazil, Argentina, Portugal, Lebanon and the Netherlands. Our company is growing, as we like to become world leader with our SaaS application in TV and Event broadcasting production. Feel like joining our young and inspiring team?

When applying be sure to reference Creativeskills.be in the subject or body of your email.

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