Signature Matchmaker

Job Description

Signature Matchmaker:

The Signature Matchmaker role is an individual contributor position with responsibility for an assigned roster of clients, reporting to the Manager, Signature Matchmaking. The Signature Matchmaker is a central component of Tawkify’s Service Delivery arm and executes our mission to provide exceptional service to every client and candidate they interact with. The key function of the role is to support clients on their matchmaking journey by delivering matches that hit the mark, professional and timely communication, feedback interpretations with meaningful insights, and an empathetic sounding board for their experience. Signature Matchmakers are measured for excellence through qualitative key performance indicators (KPIs) like matchmaker feedback scores, average match scores, and quality assurance scores. Quantitative KPIs are observed through dashboard management with a focus on match goal attainment. The Signature Matchmaker is a highly intuitive role that can support their clients as they navigate dating and relationship journeys with adult themes, such as family planning conversations and dating post-divorce, without introducing their own biases, and while maintaining professional boundaries.

The Signature Matchmaker must uphold Tawkify brand standards and operate with integrity and discretion to ensure every interaction creates a positive customer impression. They must be fully versed and remain current in Tawkify’s product suite and policies so they are able to service Tawkify’s clients appropriately. They must work cooperatively and respectfully with other team members and cross-functional partners, particularly our Sales and Client Services teams, to achieve mutual goals.

Signature Matchmaker Responsibilities:

• Day-to-day delivery of Tawkify’s Signature matchmaking experience for an assigned roster of clients, including transfer clients and those with specific needs or lower candidate counts.
• Supports clients on their matchmaking journey by hosting introductory “meet & greet” sessions (called Welcome Meetings), detailed post-match feedback sessions, and other live Zoom meetings as needed.
• Thorough and efficient use of Tawkify systems to conduct candidate searches for the purpose of matching with their roster of clients.
• Professional and thorough communication with candidates for the purpose of vetting them as potential matches for clients.
• Adherence to Tawkify’s call recording expectations for quality and training purposes.
• Compliance with all Tawkify Required Call Components (RCCs), call flows, communication templates, and Standard Operating Procedures (SOPs).
• Self-directed accountability to achieve assigned goals.
• Other duties as assigned and as needed to achieve company and department goals.

Requirements and Qualifications:

• Experience working with goal-oriented clientele, preferably in the luxury service space.
• Possesses high emotional intelligence and professionalism; comfortable with adult topics related to dating history, experiences, and goals.
• Excels in creative problem-solving and out-of-the-box thinking.
• Exceptional active listening skills and can partition one’s own thoughts, beliefs, and values from those of Tawkify’s clients to deliver feedback that is impartial and unbiased.
• A track record of success in achieving performance expectations and KPIs consistently.
• Detail-oriented and not one to leave good enough alone; pursues delivering an exceptional customer experience with vigor and enthusiasm.
• Excellent empathetic verbal and written professional communication skills; the ability to present confidently over Zoom video and phone meetings/calls.
• Self-motivated and self-directed.
• Able to multitask, prioritize, and manage time efficiently.
• Works with a sense of urgency and responsiveness to assigned tasks.
• Resiliency to handle challenges and objections and continue on with a positive attitude toward clients and employees.
• In-depth understanding of company services and its position in the industry.
• Technology knowledge for the use of platforms, including Google Suite and CRM tools.
• Strong computer skills, including Microsoft Office Suite and Google Chrome OS.
• As this position is fully remote, a reliable high-speed Internet connection is required.

Benefits:

• Base pay rate of $24.04/hour (non-exempt, hourly), plus inclusion in Tawkify’s Service Variable Incentive plan. Total on-target earnings (OTE) of $60,000 annualized.
• Company benefits: medical, dental, vision, long-term/short-term AD&D, 401k, sick and vacation time.