Jobs

Personal is seeking a full time, Customer Support Manager in our DC office. This role reports to the Vice President of Product Management, who is looking for a dependable, team-oriented customer service professional to join our exciting, fast growing company.

The ideal candidate will be comfortable in a fast-paced, multi-tasked, high-energy and fun work environment. Using creative, “out of the box” thinking, this person will do whatever it takes to exceed customers’ expectations and deliver a truly remarkable customer service experience. The successful candidate must have a “thick skin” and be able to handle him/herself professionally when faced with difficult customer situations.

We need someone who will not only field inquiries, escalate critical issues and build our database of answers, but actively post on our forum and engage on social networks to respond to public user inquiries. This person will keep customer support operations running smoothly and ensure the company is constantly informed on what consumers are saying by compiling and analyzing feedback. As we expand, this leader will identify and implement live chat solutions and develop support training materials for new team members.

Responsibilities

• Provide outstanding customer service and satisfaction in every point of customer contact, driving issues to rapid and effective resolution 
• Collaborate with both internal and external groups to quickly resolve service issues reported by customers 
• Educate Personal users by responding to questions over phone, email, chat, and other social media channels, including Facebook and Twitter, with the ultimate goal of enhancing the overall customer experience with Personal 
• Play an integral role in building the future of our service by organizing consumer feedback, identifying trends, and presenting recommendations to improve the end-to-end consumer experience 
• Maintain timely and accurate records of feedback, inquiries and issues in Personal’s internal data systems 
• Assist in the development of department methods and procedures constantly seeking to improve processes

Requirements

• Bachelor’s degree 2 to 5 years experience in direct customer support, preferably for an online consumer site 
• Effective and creative problem solving and decision making skills 
• Strong communication skills; ability to compose grammatically correct, concise, and accurate written responses to customers and advocate for customers internally 
• Fun, creative, and outgoing personality who will represent the Personal brand well in their interactions with our customers 
• Ability to think strategically in a fast-paced environment while prioritizing to meet deadlines 
• Ability to work both independently and as a member of a fast growing team 
• Strong computer skills, including a strong understanding of the internet and web-based products 
• Solid understanding of social media tools like Facebook, Twitter, and Community Forums 
• Technical adaptability in a constantly changing and growing work environment

Personal (www.personal.com ) is looking for paid full-time and part-time Undergraduate and Graduate interns for Spring, Summer and Fall 2012 in Washington DC. We are a high-growth start-up disrupting the personal data industry. Personal is one of the hottest DC-based startups – just check out what Mashable , TechCrunch, The Washington Post , The Economist, TechCocktail, and others have been saying about us. If you are interested in joining us, please submit a resume and brief cover letter explaining why you would like to work at Personal to internship@personal.com.

REQUIREMENTS

We work in a fast-paced, yet precise industry. To be successful, candidates should have the following traits:

• Responsible, reliable and honest
• Innovative, thinks “outside the box”
• Self-aware and self-correcting
• Eager to offer an idea or ask a question
• Takes initiative and doesn’t just wait to be told what to do
• Never feels “That’s not my job”
• Challenges ideas, not people
• Has a positive attitude
• Exceeds expectations
• Executes tenaciously
• Likes to win

You must be enrolled in an undergraduate or graduate (MBA, JD, MFA or Engineering preferred) school with an overall GPA of 3.0 (or equivalent) or above.

POTENTIAL ROLES

There are many projects that need your input. You will have a primary role for the period of the internship, but you will have the opportunity to interact with all the teams at Personal. Some of the primary roles are:

• Brand Marketing
• Product Marketing
• Social Media Management
• Product Management
• User Support
• User Testing
• Design / UX
• Graphic Design
• Business Development
• Developer Relations
• Legal
• Development / Engineering
• Operations

ABOUT US

Personal (www.personal.com ) is a life management platform with a private, personal network and data vault that allows individuals to manage and control access to their digital information and online identity. Personal was founded on the guiding principle that people should own the data by them and about them, and we work every day to make that a reality. We are led by a seasoned management team with a successful track record of innovative product development and rapid growth. The company’s investors include Grotech Ventures, Steve Case's Revolution LLC, Allen & Company, Eric Semler of TCS Capital, Ted Leonsis, and Jonathan Miller. Personal has offices in Washington, DC and Sarajevo, Bosnia, and is currently in Open Beta.