Responsibilities:

• Serve as the main point of contact for customers, offering expert guidance and support.

• Maintain a high level of communication with peers to ensure consistency in how escalations are handled.

• Develop and maintain strong relationships with customers, understanding their business needs and objectives.

• Monitor customer health proactively, identifying opportunities for engagement and upselling additional features or services.

• Collect and analyze customer feedback to contribute to product development and improvement initiatives.

• Pivot to assisting queues with more complex request types and other queues when priority queues are empty, or as needed.

• Work closely with the management team and be a resource for backlog monitoring, management,

and recovery.

• Participate in pilots, experiments, and testing of process updates prior to global rollout.

• Conduct regular check-ins and business reviews with customers to ensure they are achieving their goals.

• Collaborate with Sales, Product, and Support teams to address customer needs and feedback.

• Participate in the further development of this pioneer role in our vertical.

Requirements:

• Minimum of 85% English Level.

• Passion for customer success and a commitment to delivering exceptional service.

• Minimum of 1 year of experience. 

• Schedule flexibility.

• Proven ability to manage multiple accounts and projects simultaneously with attention to detail.

• Strong interpersonal and communication skills, with the ability to build and maintain relationships with divers stakeholders

Skills:

• Exceptional communication skills in English; proficiency in Spanish and English is a strong asset

• Critical Thinking

• Sales experience

• Excellent computer skills, a willingness and an eagerness to excel at technical systems

• Possess high level of understanding, patience and empathy. Able to navigate difficult customer conversations with professionalism

• Be prepared to work full-time hours on a schedule that includes evenings, weekends and

• holidays

• Are committed to continuous growth and learning. You understand that every challenge is an opportunity, and you get excited about learning new things

Knowledge:

• English - B2:

             • Oral and written comprehension

• Appropriate use of language

• Excellent verbal and written communication.

• Knowledge of Multitasking.

• Knowledge and use of the internet.

• Knowledge of customer engagement best practices and strategies.

Studies & Experience:

• Experience in customer service and sales is essential.

• Proven track record of meeting and exceeding customer satisfaction goals.