About us

We are a small but fast-growing global SaaS startup serving customers in 80+ countries focused on B2B-B2C WhatsApp-driven digital communication solutions for small and medium businesses worldwide, seeking to intensively continue growing the business during 2022 with lots of potential and interesting challenges.

Our team is looking to incorporate a bright, passionate and accountable Customer Support Specialist with an interest in technology, a keen eye for detail and a ?can-do? attitude. In this role you?ll be the first point of contact with our customers and will be constantly communicating with them to help them get the most out of the platform, answer product questions, onboarding new customers and help them solve operational issues.

About the position

We are looking to hire a key player in our team to take care of customers for European and LATAM countries with English, Spanish and Portuguese.

We believe that having fast, reliable, knowledgeable and kind customer support is the most important element to acquire new customers and keep the existing ones happy. Our customer support team makes sure that we take great care of our clients by providing them with prompt, thoughtful and decisive support and we?re looking for someone that shares the same vision and work ethic.

This role does not require phone/video calls with customers. As a company, we strongly bet on asynchronous communication via live chat/email with customers as a way to increase performance and enable us to scale better with a small team.

Working hours would be Monday to Friday, potentially from 9 or 10 AM - 6 or 7 PM (BRT - Sao Paulo Time), but we are flexible about it.

Core responsibilities

• Replying to customers via live chat and email in Spanish, Portuguese and English.

• Onboarding new customers (only text chat, no calls required).

• Help customers troubleshoot common issues.

• Supervise payments, past dues, manage discounts and refunds.

• Manage and proactively monitor customers' accounts to increase customer satisfaction.

• Follow-up with customers about their issues and inquiries.

• Assist customers in maximizing the usage of the product.

• Create and improve help desk articles and tutorials.

• Collect feedback and issues from customers and report them to the team.

• Collaborate with the team to improve customer acquisition and customer satisfaction.

• Proactively take part on the customer satisfaction and acquisition strategies.

Requirements

• 2+ years of experience in environments with a preference for customer success, account management, sales development (ideally with SaaS products).

• Strong and clear written communication skills primarily in Spanish, English and ideally in Portuguese as well. Other languages are valuable but not essential.

• Compose grammatically correct, concise, and accurate written communication. Grammar nazis, this is your time to shine!

• Positive, polite, proactive, resolutive and empathetic attitude towards customers and teammates.

• Patience, negotiation skills and ability to de-escalate conflictive situations.

• Comfortable engaging with customers? problems to ensure their success and ours.

• Computer savvy and fast typing skills.

• Can turn a negative customer experience into a positive interchange between two human beings.

• Located in LATAM time zone.

• Familiarity with CRM tools and payment processing platforms such as Stripe.

• Ability to multitask, prioritize, and manage time effectively.

• Quick learner and detail oriented.

Nice-to-have skills

• Basic web programming skills (HTML, CSS, JSON, APIs)

• Experience in digital marketing and Google Ads

• Experience in copywriting

• Experience in blogging and content creation

• Experience in SEO

• Experience in image and video editing

What we offer

• Competitive salary

• Full-time remote position (yes, work from anywhere)

• Bonuses based on performance and commitment

• Flexible hours and paid time off

If you honestly think you are a fit for this role, we would be happy to meet you : )

Interested candidates, please apply here:

https://forms.gle/mETTzdeFch6NzA7j9

Work Remotely

• Yes

Job Type: Full-time

Salary: 800.00? - 1,300.00? per month

Language:

• Spanish (Required)
• English (Required)
• Portuguese (Preferred)