Customer Support Specialist

Descripción del puesto:

(COMPANY NAME) is a place where voices are valued.

Backed by over $220 million of investment since 2015, we create technology that fuels accessible, transparent and collaborative communication to empower our base of 18,000+ customers (and growing) to make authentic, human connections.

Conversation is a cornerstone of our culture. Wherever our people find themselves in the (COMPANY NAME) world - Paris, New York, Sydney, Madrid, London, Berlin, or at home - everyone has a voice that is valued.

Whatever your background, wherever you're from - we want you to join the conversation. Let's talk.

About the role :

As a Customer Support Specialist, you'll be an advocate for our customers and the heart of (COMPANY NAME) by efficiently identifying, promoting product education, recommending technical solutions and guiding product users through features and functionalities. This way, you'll also help other businesses achieve their goal. In doing so, you're a key player in growing (COMPANY NAME).
You will closely work with the global support team on a daily basis to ensure that technical issues are addressed and resolved promptly to ensure customer satisfaction at all times.

This role is a remote position in Portugal.

Your role at (COMPANY NAME) :

* Impact: You'll work closely with our clients to identify, solve, escalate and advise them on their questions and concerns. Our customers are people, not accounts. Day to day, your interactions with our customers directly impact their ability to run their teams efficiently. You serve as their advocate at (COMPANY NAME).

* Teamwork: (COMPANY NAME) is a fast-growing, global team of ambitious, passionate, and dedicated professionals all here to work towards a common goal. You can expect a great deal of support, transparency, and collaboration on a daily basis. There is an amazing opportunity to learn from some of the best people in the industry.

* Growth Opportunity: Frontline Support is a front-row seat at all things in (COMPANY NAME). Members of our team have successfully transitioned to, Client Services (Onboarding, CSM, etc.), Engineering, Product, and various other roles within the organization.

* Learning: (COMPANY NAME) strongly encourages learning opportunities for our teammates in an effort to develop individual careers and simultaneously support our clients. As (COMPANY NAME)'s business continues to grow, you will find many opportunities to continue learning and developing in your role and beyond.

What you need to succeed in this role :

* Ideally 1 + year of experience in a SaaS B2B customer support role or transferable experience/skills
* Fluency in English is mandatory. Another European languages is a plus
* Excellent written and verbal communication skills
* Familiar with ticketing tools and systems
* An understanding of how CRMs systems work
* Strong understanding of basic computer skills
* Technical aptitude (ability to understand and explain technical concepts to customers and other internal stakeholders)
* A curiosity to understand and troubleshoot complex customer inquiries
* Strong sense of time management and prioritization of work
* Exhibit uncompromising empathy
* Ability to multi-task across different platforms and forms of communication
* Willingness to work with multiple teams in an international and multilingual remote environment

We know that success comes from smart work and deserves to be recognized and rewarded

We value people who are bold, ambitious, collaborative and customer-centric. We're a global community growing together.

If you love a good challenge, enjoy solving meaningful problems, and want to be a part of one of the fastest-growing B2B startups, then (COMPANY NAME) is the company you are looking for!
(COMPANY NAME) offers a unique work environment and the chance to collaborate with diverse teammates across continents. We'll provide freedom and tools to allow you to thrive at your best, and foster an environment you can do it in.

Why join us?

🚀 Key moment to join (COMPANY NAME) in term of growth and opportunities
💆‍♀️ Our people matter, work-life balance is important at (COMPANY NAME)
📚 Fast-learning environment, entrepreneurial and strong team spirit
🌍 45+ Nationalities: cosmopolite & multi-cultural mindset
💶 Competitive salary package & benefits (health coverage, lunch, commute, sports)

DE&I Statement:
At (COMPANY NAME), we believe diversity, equity and inclusion, irrespective of origins, identity, background and orientations, are core to our (COMPANY NAME) journey.
We promote active inclusion to foster a strong sense of belonging which is one of our main strengths as a business. We strive to assemble diverse people that can enrich and learn from each other. We pledge to make sure everyone not only has a seat at the table but is valued at the table -- providing equal opportunities to develop and thrive.
We will constantly challenge ourselves to make sure that we live up to our ambitions around diversity, equity and inclusion, and keep this conversation open because we realize that we have work to do and much to learn.

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