Project Support Specialist

Role Details

Type of Support: Omnichannel (Email, chat, SMS, tickets, phone, zoom - inbound and outbound calls)
Contract Duration: Full-time
Training schedule: Monday - Friday 8:00am - 5:00pm (1 week)
Work Schedule: Monday - Friday, 10:00am - 7:00pm HN Time | Weekends off
Work Type and Location: Hybrid, HN: San Pedro Sula or Tegucigalpa
Expected Start Date: May 9, 2024

About The Role

We’re currently looking for a dynamic Project Support Associate, with excellent English skills, to provide the customers of a facilities service startup with customer service, project management, and administrative support.  

This is an advanced (Level 2) Project Support role. Instead of simply answering questions, you'll coordinate people, resources, and processes to ensure projects are delivered on time with the desired results of meeting the partner’s expectations and achieving company goals simultaneously. 

You’ll Be...

• Responsible for overseeing client projects from start to finish, handling all aspects of the process, and addressing any issues along the way to ensure the project runs smoothly
• Identifying partner vendors, qualifying their ability and credentials, negotiating bids, scheduling walkthroughs and services, addressing issues/complications, and following up with clients to ensure satisfaction
  • Projects range from recurring services (ex: nightly cleaning, and daily porter services) to special projects (ex: catering, construction, carpet cleaning)
• Communicating quickly and professionally over email and phone with clients and partners to keep all parties up to date on the projects
• Responsible for your metrics including response times, project close rate, project retention rate, client satisfaction, and partner satisfaction
• Building relationships with and enabling the success of our partners
• Responding to and resolving client and vendor escalations
• Working with Account Managers to ensure client expectations are being upheld
• Identifying and implementing process improvement opportunities within the organization, including the product and sales teams
• Documenting any escalations or account notes for the team to follow up on when they return on Monday
   

What You Bring To The Table

• 1-2 years of BPO experience providing customer and/or technical support
• Strong English proficiency, spoken and written
• Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations
• Ability to thrive in a dynamic and evolving environment - must be adaptable
• Metrics-driven and proven ability to handle a high volume of customer interactions
• Strong conflict resolution skills and even temperament in challenging situations
   

What We Provide

• Hybrid workplace - depending on the partner, role, management, and/or personal workspace
• Overtime is available if applicable 
• 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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