Email Support Specialist
Role Details
Type of Support: Emails
Position Type: Full time
Training Schedule: Monday - Friday; between 9:00 am - 6:00 pm I Weekends Off
Work Schedule: Saturday -Wednesday 11:00 am- 8:00 pm CST with Thursday and Friday off
Work Type and Location: Hybrid. San Pedro Sula & Tegucigalpa
Expected Start Date: April 22, 2024
About The Role
Do you like helping others? PartnerHero is looking for talented folks to join our Customer Support teams. We have a range of opportunities available for people who have built a career in the customer support space and those looking to break into the industry. We are interested in matching your unique skills, experience, and interests with one of our many Partners across a variety of industries including Edtech, eCommerce, Fintech, Health and Wellness, and more. As a PartnerHero employee, you’ll have the support you need to develop and grow your career.
The reason you join won’t be the reason you stay.
You’ll Be...
- Providing an amazing customer experience across all channels including phone, email, and live chat
- Able to handle different levels of customer inquiries ranging from order and product inquiries to basic technical troubleshooting
- Meeting customer service KPIs defined by the Customer Happiness Manager (i.e. response time, etc.)
- Consistently achieving individual and departmental goals
- Showing a strong comprehension of all policies and procedures
- Resourceful by working cross-functionally to solve complex customer inquiries
- Closing the feedback loop by sharing valuable customer insight across all departments
- Escalating common trends from calls and emails to ensure swift action is taken
- Collaborating and being proactive in sharing feedback about necessary changes and updates that will help improve the customer experience
- Showing strong comprehension of software and systems used, and ability to navigate across multiple platforms when assisting customers
- Handling other ad hoc requests as communicated by the Customer Happiness Manager
What You Bring To The Table
- 1+ years of experience in a customer service role. Experience working within the consumer goods, toys, or electronics industries is a plus
- Excellent English skills; written and verbal skills are a must
- Fluent in conversational Spanish is a plus
- Experience with Zendesk (or related) is a plus
- Organized and capable of managing time with colleagues in different time zones
- An extremely friendly person who loves interacting with people, who is always calm, cool, and collected
- Critical thinker who will use all resources to arrive at the best solution for the customer and brand
- Proactive and collaborative
- Active listener who is a determined problem solver
- Ability to learn and adapt quickly to new systems and software
What We Provide
- Hybrid workplace - depending on the partner, role, management, and/or personal workspace
- Full-time with the potential for overtime if requested
- Competitive compensation based on experience
- Attractive benefits package including medical, dental, and vision options based on location
- Access to free posture-based fitness workouts from home
- Paid Sabbatical Leave
- Training opportunities provided by PartnerHero and outside entities
- 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development
Why PartnerHero?
PartnerHero is a mission-driven company with a passion for helping good businesses succeed. We build teams that help companies scale in every facet of their business—from customer support to Software QA, content moderation, design, engineering, and more. We work with over 100+ tech-forward companies including Etsy, Udemy, Good Eggs, Grindr, and Loom. PartnerHero not only offers fair compensation and benefits, but a culture that values inclusion, belonging, and opportunities for professional growth.
How We’re Different
Historically, the outsourcing industry has valued profit over people and compensated for high turnover by underpaying employees. We want to change that. PartnerHero not only offers fair compensation and benefits but values inclusion, belonging, and opportunity.
Read more about our Core Values and story here.
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