The ideal candidate will have excellent communication skills, a passion for helping others, and be a fast learner.
Job Description
You will be working on a new and exciting project in the Healthcare space.
We pride ourselves on impeccable customer service for over 5 years and you will join a mission-driven team with customers who genuinely love the product.
You will have the opportunity to help shape new SLAs and solidify our service systems.
About You
Proven track record of handling complex customer issues and maintaining high customer satisfaction.
5+ years of experience in support or success roles, preferably in a tech startup or SaaS environment.
Preferred location - you will be working remotely, available during Americas time zones, our customer support channels are open 9-5 EST.
Ideally multilingual (English and one of Spanish, Russian).
Tech Skills
Familiarity with Intercom support platform and Slack communication tool, or ability to learn.
People Skills
Excellent communication skills (written and verbal).
Personalized support: you can provide tailored service to each of our customers.
You are a master problem solver and have outstanding conflict resolution skills.
You are calm under pressure and have high emotional resilience.
You know that every point of contact is essential for strengthening the connection with the customer.
You are able to collaborate closely with other divisions to ensure quick and effective problem resolution.
You take ownership of your workflows and need little to no supervision.
Uncompromising attention to detail.
Responsibilities
Respond promptly and professionally to customer inquiries via phone, email, live chat, or chat app (omnichannel via intercom).
Maintain a thorough understanding of our products and services to effectively answer questions and address customer concerns.
Acknowledge and resolve customer complaints, ensuring appropriate follow-up and escalation when necessary.
Collaborate with other departments to ensure that customers receive the best possible support and information.
Continuously work to improve customer satisfaction by analyzing feedback and implementing necessary improvements.
Participate in training sessions and team meetings to enhance your skills and stay informed about product updates.
Benefits
Opportunity for professional growth and development.
Collaborative and supportive team environment.
Long term position.
Competitive salary.
Paid time off.
Process
First, you'll submit your resume and any supporting documents.
Our team will review everything. (approx. 1 week)
If you seem like a good candidate, we'll schedule interviews with various team members. (approx. 1 week)
Finally, we'll inform you of our decision. (approx. 1 week)
