Current Positions Available

• Director of Customer Love
• Customer Love Representative

Director of Customer Love

PayPerPost, Inc. is the leading marketplace for Consumer Generated Advertising. The PayPerPost platform connects advertisers with bloggers and other consumer content creators in order to develop compelling material throughout the blogosphere and social networks. Advertisers compensate bloggers to promote products, services and websites, which in turn provide bloggers with a way to monetize their blogs and traffic.

As the Director of our Customer Love Department, the person hired will report to the CFO/VP Operations and will be a member of the management team in supporting corporate and department-specific strategies. He/She will supervise a staff of on-site and remote employees who provide best practices and front-line multi-tier customer support to our advertisers, bloggers and potential customers. Customer Love is the primary and initial resource for all customer inquiries. This department proofs blog and ad content for overall quality, relevance and adherence to applicable criteria and standards. All posts, ads, sites and instructions are reviewed and verified. Customer Love provides technical support as needed, troubleshoots, actively engages individual Posties via PPP's website support system, email and phone, and they regularly interact with other departments and PPP personnel. The Director's role will require leading staff, planning and managing staff activities and deliverables, new process implementation, coaching employees, solutions-focused problem solving, and training of clients, staff and the organization.

This position requires tact and diplomacy in dealing with a dynamic customer base and a wide range of client issues. Must have a demonstrated track record to make fair and equitable business decisions that may impact standard policy and practices, and may also set precedent for future issues. Exceptional follow-through abilities are essential.

The Director will also partner with the Software Development Team to help define the user experience for PayPerPost websites and applications, creating intuitive and easy-to-use software and web interface designs. The person hired will be expected to contribute ideas and strategic expertise regarding building systems and quality controls for various levels of customer support.

Experience working with contractual agreements is necessary, as bloggers and advertisers are required to adhere to our terms and conditions. Must have experience working with e-commerce websites and a working knowledge of Mac OS X and popular software applications (e.g. MS Word, MS Excel, Mail clients). Familiarity with usability best practices and principles a plus. The person hired must have excellent written grammatical and spelling skills, demonstrated talent giving verbal instruction and sharing ideas. The company environment is very collaborative and cooperative overall. It is also one of on-going change and transition, in which processes and procedures are being newly created. Candidates must know how to navigate the internet and use wikis, have demonstrated internet research abilities, and be familiar with the blogosphere, message boards, and related terminology.

Additional Key Responsibilities include, but are not limited to the following:

1. Manages overall operation of the Customer Love Department:
1. Ensure adequate staffing with properly trained personnel.
2. Direct workflow with responsibility and accountability for quality and quantity of work.
3. Advise and assist employees in the more complex phases of their work.
4. Implement policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.
5. Provide input regarding employment, employee performance, promotions, salary recommendations, transfers and terminations.
2. Determine fiscal requirements and prepare budgetary recommendations; monitor, verify, and reconcile expenditure of budgeted funds; prepare proposals for capital and operating expenditures.
3. May provide design input into page flow diagrams, mockups, specification documentation, and features deliverables.
4. Will contribute recommendations for solutions to identified usability issues and prototype design.
5. Responsible for maintaining and reporting accurate inventory and activity records.
6. Perform strategic planning required to maintain, develop and enhance the resources and services of Customer Love operations and support.
7. Develop and maintain the necessary documentation and schedules to support all activities performed by Customer Love.
8. Institute and maintain a management reporting mechanism that supports a documented profile and history of system availability, performance and enhancement.
9. Track hours worked, ticket counts and other performance deliverables for team members.
10. Identify resources needed and assignment of responsibilities for effective workflow.
11. Function as the Customer Love interface to the entire organization.

Additional Background and Experience:

• Bachelors degree preferred.
• Demonstrated experience in a related field and/or environment, with 5 or more years of Customer Service experience and a minimum of 2 years in a management role leading a team of direct reports.
• Demonstrated understanding of cutting-edge technologies and CRM systems.
• Working knowledge of software applications and Mac OS X.
• Willingness to be on call for emergencies 24 hours a day, 7 days per week.
• Demonstrated skill using MS Excel, MS Word, calendaring, wikis, other related technology.
• Excellent written "netiquette" skills.
• Occasional travel required.

Customer Love Representative

Reviewers provide best practices, front-line multi-tier client support to our advertisers, bloggers and potential customers. Customer Love is the primary and initial resource for all customer inquiries. This department proofs blog and ad content for overall quality, relevance and adherence to applicable criteria and standards. All posts, ads, sites and instructions are reviewed and verified. Customer Love provides technical support as needed, troubleshoots, actively engages individual posties via PPP’s website support system, email and phone, and they regularly interact with other departments and PPP personnel.

This position requires tact and diplomacy in dealing with a dynamic customer base and a wide range of client issues. Reviewers must have excellent written grammatical and spelling skills, demonstrated talent giving verbal instruction and sharing ideas. Candidates must know how to navigate the internet and use wikis, have demonstrated internet research abilities, and be familiar with the blogosphere, message boards, and related terminology.

The company environment is very collaborative and cooperative overall. It is also one of on-going change and transition, in which processes and procedures are being newly created.

This job does not require any selling or cold calling.

We have temporary and full-time regular status opportunities available.

Background and Experience:

• Bachelors degree preferred.
• Demonstrated experience in a related field and/or environment.
• Proficiency using Macintosh or Windows-based PCs.
• Demonstrated skill using MS Excel, MS Word, calendaring, wikis, other related technology.
• Excellent written "netiquette" skills.