Associate, Customer Experience

Quick take: Axios is a growth-stage media company dedicated to providing trustworthy, award-winning content in an audience-first format. We are hiring a Customer Experience Associate to help lead customer onboarding, engagement and support initiatives for Axios Pro customers.

Why it matters: The Associate will be responsible for driving success and satisfaction with new and existing customers through efficient onboarding, proactive engagement, and best-in-class subscriber support. 

Go deeper: Ideal candidates will be self-directed, highly organized, and customer-focused. Responsibilities will include:

• Manage the onboarding process for new corporate customers, in partnership with Account Management
• Reach out to new customers and subscribers to ensure successful activation and usage
• Monitor product usage and event attendance on an ongoing basis and lead outreach to users to drive increased engagement 
• Capture customer use cases and testimonials to inform our customer journey and enable the Pro Sales team
• Respond to and manage customer support inquiries in a timely, efficient, and professional manner, utilizing our customer service tool, Zendesk
• Monitor customer feedback and identify trends to help inform future product and user experience development
• Log all customer outreach, activity, and feedback in our CRM, HubSpot 

The details: Ideal candidates will embody a collaborative spirit, revenue mindset, and passion for the Axios mission. This position requires the following:

• Proven customer or client service experience
• Experience managing projects and collaborating with other stakeholders
• Eager to meet and exceed customer response timelines and satisfaction goals
• Excellent written and verbal communication skills
• Highly organized and detail oriented
• Collaborative, team-oriented attitude
• Ability to be adaptable and creative as the Axios Pro team and product grows

Don't forget: 

 Competitive salary

• Health insurance (100% paid for individuals, 75% for families)
• Primary caregiver 12-week paid leave
• 401K
• Generous vacation policy, plus company holidays
• A commitment to an open, inclusive, and diverse work culture
• Annual learning and development stipend

Additional pandemic-related benefits:

• One mental health day per quarter
• $100 monthly work-from-home stipend
• Company-sponsored access to Ginger coaching and mental health support 
• Tele-mental health services 
• OneMedical membership, including tele-health services 
• Increased work flexibility for parents and caretakers 
• Access to the Axios “Family Fund”, which was created to allow employees to request financial support when facing financial hardship or emergencies 
• Classpass discount
• Virtual company-sponsored social events

On target earnings for this role is in the range of $60,000-$70,000 and is dependent on numerous factors, including but not limited to location, work experience, and skills. This range does not include other compensation benefits.

Equal Opportunity Employer Statement

Axios is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, age, gender identity, gender expression, veteran status, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Axios makes hiring decisions based solely on qualifications, merit, and business needs at the time.