Customer Success Specialist III - San Pedro Sula & Tegucigalpa (GST)

San Pedro Sula or Tegucigalpa, Honduras

Full Time

Experienced

Role Details
Type of Support: Omnichannel
Contract Duration: Full Time
Work Schedule: Monday - Friday
Work Type and Location: Hybrid, 2 times per week
Expected Start Date: March 2025

About Us
A little about us. We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.

We are recognized as a Most Loved Workplace, and we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day-to-day, and thrive.

The Role
We are looking for experienced, motivated individuals who excel in customer support to join our team as Level 3 Customer Support Specialists. This role requires advanced problem-solving skills, deep product knowledge, and an ability to manage complex customer interactions while maintaining a customer-first mentality.

What You’ll Do:

Provide high-level support to customers via phone, email, and chat, ensuring exceptional service and satisfaction.
Resolve complex customer issues that require in-depth knowledge and innovative solutions.
Mentor and train junior team members, sharing best practices and providing guidance.
Collaborate with cross-functional teams to address product-related concerns and improve service delivery.
Analyze customer feedback and trends to recommend improvements to processes and systems.
Stay informed on product updates and industry trends to effectively educate customers and enhance service quality.
Participate in strategic initiatives and contribute to team projects aimed at enhancing customer experience.

What We Expect from You:

Proven experience (2+ years) in a customer support role, preferably Level 2 or Level 3 capacity.
Outstanding communication skills, both verbal and written, with a strong phone presence.
Proficiency in English; additional languages are a plus.
Strong analytical skills and the ability to troubleshoot complex issues.
Experience with customer relationship management (CRM) software and common data tools like Excel, Tableau, Looker, or Google Sheets.
Ability to work in a fast-paced, changing environment while maintaining attention to detail.
Proven ability to manage high volumes of customer interactions and metrics-driven performance.
Strong conflict resolution skills and a composed demeanor in challenging situations.

What You Will Get in Return

Full-time position with potential for overtime if requested.
Competitive compensation based on experience.
Comprehensive benefits package, including medical, dental, and vision options based on location.
Access to free posture-based fitness workouts from home.
Paid Sabbatical Leave.
Continuous training opportunities provided by PartnerHero and external entities.
1-on-1 coaching, feedback sessions, and mentorship programs for career development.

Company Culture

Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

Care for Others: Cooperate, empathize, and prioritize each other.
Embrace Growth: Expand your mind by taking calculated risks, developing your skills, and staying open to change.
Manifest Trust: Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
Take Ownership: Doing the right thing should come naturally.
Be Humble: Seek guidance, receive feedback, ask questions, and listen to your colleagues.

PartnerHero is proud to be an equal opportunity workplace. We value diversity, inclusion, equity, and belonging, and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact careers@partnerhero.com.

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We require specific levels of English support for any roles. We utilize EF-SET, an online proficiency test to assess English language skills. To be considered for employment, please do the following:

Step 1. Visit https://www.efset.org/ef-set-50
Step 2. Select the "50 Min EF SET Test". Complete the assessment and download your results. This will take approximately 45 minutes to complete.
Step 3. Upload the PDF result showing your name and date for us to review. **

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