Refinery29 is hiring a

Product Support Intern (Fall 2016)

New York, United States
Internship

Refinery29, the largest independent fashion and style website in the United States, delivers nonstop inspiration for smart, stylish and creative women everywhere. For three years running, Refinery29 has been featured in Inc. Magazine’s Top 500 fastest growing companies, and in 2013 it was rated the #1 fastest growing media company in the US.  In 2014, Refinery29 was chosen as one of Fast Company’s World's Top 10 Most Innovative Companies in Style, and won three Webby Awards including Best in Fashion & Beauty.

Who we are:

We love our 25 million users and want to make sure they have an awesome experience each and every time they engage with one of our products. When they reach out to us for advice, a question, praise, complaints or even just to say hi we aim to offer them in a highly personalized experience to make sure they feel heard and get what they need.

A Community Support specialist at Refinery29 must be committed to fostering personalized and brand-appropriate communication with our users in order to create strong brand loyalty and a high retention rate. An R29 Community Support advocate operates as air traffic control for our feedback command center to ensure that all user messages are received, triaged, tagged, organized, escalated and responded to accordingly. They seek out to find the many places where our users are to observe their conversations and engage with them. Community Support-ers listen to our users’ feedback, ask questions to understand their preferences, behaviors, wants and needs. With this data, Community Advocates are able to influence user-lead change across nearly every department at Refinery29. Powerful stuff!

What You'll Do:

User Support

  • Sync and execute on all daily inquiries from our users, responding to them in a timely, fun, empathetic and Refinery29 way.
  • Work closely with our product support lead to develop a cross-platform strategy, making sure all member inquiries are synced and resolved.
  • Create efficient workflows for identifying and looping in key R29 staffers to get the right answers from the right people while keep our personal tone intact.

Reporting & Monitoring

  • We will look to you to understand what our users are saying about our brand directly and indirectly so that we can make our products better.
  • Report on user feedback, sharing with the staff all the awesome insights you’ve learned from talking to our users about what they like, dislike, are confused about, etc.

Qualifications:

You are:

  • Working towards a Bachelor Degree in Communications, Media Studies or other related field

What you’ll need

  • A deep-rooted love for Refinery29 and an understanding of our brand voice. As you’ll be on the front-lines with Refinery29’s users it’s critical that you understand our company and mission.
  • A passion for user support (or what some call customer service).
  • Understanding of millennial women -- the Refinery29 user community.
  • Patience, empathy and excellent oral and written communication skills.
  • Data consolidation and analytical abilities in order to effectively organize, tag, report and communicate your findings from user feedback.
  • Comfort and ability to work with almost all Refinery29 teams from engineering to editorial, social, marketing, sales and more.

Bonus Points:

  • Zendesk experience a huge plus!