Customer Support Executive responsible for helping customers with fraud prevention and money laundering solutions. Engaging with clients and assisting with inquiries in a dynamic startup environment.
About the role
- Customer Success Specialist providing support for SimplePractice platform inquiries in Mexico City. Engaging with customers via email, chat, and calls to enhance their experience with our product.
Responsibilities
- Address inbound customer inquiries regarding our platform’s features
- Answer all inbound support emails within 60 minutes or less, continually striving for faster response times
- Triage incoming customer support emails to specialized CS team members as needed
- Participate in live chat during our standard business hours
- Schedule live customer screen-sharing sessions and phone calls as needed
- Investigate and troubleshoot complex customer questions using intuitive problem-solving skills
- Identify patterns in incoming support emails and chats, and keep an eye out for potential issues
- Escalate product issues to our Technical Support Specialists
- Contribute to our ambitious conversion rate goals by conducting live onboarding calls with customers in a free trial
- Maintain alignment with the larger Customer Success team and other internal stakeholders
- Identify and report knowledge gaps and work to get them added to our knowledge systems
- Work with other SimplePractice teams to handle customer inquiries when inter-department collaboration is needed
Requirements
- English proficiency
- 1-2 years in a customer support or service industry role, serving a diverse and professional customer base
- You have a bachelor’s degree from an accredited college or university
- You have demonstrated the ability to self-manage towards a set of defined goals & prioritize among many different tasks
- A sense of urgency to complete work efficiently and accurately
- Comfortable with ambiguity to determine the best solution for our customers
- Comfortable with simultaneously managing and troubleshooting a large number of computer-based programs, applications, and toolsets to perform job duties (e.g., Slack, Asana, Zendesk, Google Workspace)
Benefits
- Privatized Medical, Dental & Vision Coverage
- Work From Home stipend
- Flexible Time Off (FTO), wellbeing days, paid holidays, and Summer Fridays
- Monthly Meal Voucher
- Holiday Bonus, 15-days Aguinaldo
- Hybrid Work Schedule & Catered Lunch
- A relocation bonus for candidates joining us from a different city
- Employee Resource Groups (ERGs)
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