Tikvah is seeking a full-time Customer Relations and Digital Content Manager to join our growing multimedia team. Tikvah produces a wide range of video, audio, and written content that reaches hundreds of thousands of people across the globe, including live webinars, online courses, daily and weekly podcasts, and more. The Customer Relations and Digital Content Manager will be responsible for interfacing on a daily basis with Tikvah’s supporters, members, subscribers, readers, and online students in order to ensure a positive and seamless experience with our digital content. The ideal candidate will have strong communication skills, exceptional problem-solving abilities, and an unfailingly friendly and respectful demeanor. Previous experience with customer service software, customer management tools, and email marketing platforms is a plus.Core Responsibilities:Customer Relations Management (75%)Direct Customer Support:- Respond to subscriber/member/customer inquiries promptly and professionally via email and phone- Assist subscribers/members/customers with product-related questions, technical issues, and general inquiries- Provide accurate and clear information to resolve customer concerns and technical challengesProblem-Solving and Collaboration:- Investigate and troubleshoot difficult customer issues, collaborating with other departments in Tikvah as needed- Redirect issues to appropriate parties and departments as needed- Keep relevant departments up-to-date on common customer service problems and help them develop tools and best practices in order to improve the customer experienceDocumentation:- Maintain detailed and accurate records of customer interactions, feedback, and resolutions- Contribute to the development of a growing knowledge base of documentation for common customer inquiries- Create “how-to” video tutorials that can be shared with customers to improve the user experienceSoftware and Platform Proficiency:- Develop mastery of all software used throughout the Tikvah customer journey, including customer management, email, payment processing, and subscription management systemsCustomer Engagement:- Proactively reach out to customers to ensure positive user experiences and to gain constructive feedback- Consistently represent Tikvah and its work in the best possible light to all Tikvah subscribers/members/customers and actively seek opportunities for customer retention and deepening member engagementDigital Production Support (25%)- Coordinate the logistics of audio/video recordings, livestreams, and online events- Set up, perform appropriate checks and testing, and serve as general technical support during recording sessions and live digital events- Ensure that all audio and video files are properly saved and transmitted to Tikvah’s A/V editors- Proactively seek to improve the quality, functioning, and professionalism of Tikvah’s A/V recording and webinar technology infrastructure- Work with podcast production team to upload episodes to the Tikvah Ideas websiteQualifications:- Superior communication skills, both written and verbal- A patient, understanding, encouraging, and friendly demeanor- Strong problem-solving abilities and attention to detail- The ability to learn and adapt quickly- A team-spirited attitude and passion for making life easier for others- Proven ability to multitask and manage time effectively- 0-3 years of relevant experiencePreferred Skills:- Experience in e-commerce or SaaS industry- Knowledge of payment processing and financial transactions- Familiarity with ZenDesk or other customer support software- Familiarity with Klaviyo email marketing platform- Previous experience using Salesforce or other CRM system- Understanding of customer relationship management principlesThis is a full-time, hybrid position, with 1-2 in-office days required per week. Compensation is competitive, commensurate with experience and skill. Excellent benefits package, including health insurance, 401K plan, paid vacation, paid time off for Jewish and national holidays, and short Fridays.Please apply with your resume and cover letter to HR@tikvah.org.