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Customer Happiness Representative (Remote!) (Buenos Aires)

We are looking for a fun and friendly customer happiness rep with a background in marketing and social media to provide product/services information and resolve any emerging problems for our customers located in the Asia/Pacific/Oceania timezone. If you're patient, empathetic, and love to talk, this job's for you!

Must be able to work independently, troubleshoot, and investigate when there's not enough information to resolve customer complaints. The target is to ensure excellent service standards, respond quickly and efficiently to customer inquiries and maintain high customer satisfaction.

We are looking for a fun and friendly customer happiness rep with a background in marketing and social media to provide product/services information and resolve any emerging problems for our customers located in the Asia/Pacific/Oceania timezone. If you're patient, empathetic, and love to talk, this job's for you!

Must be able to work independently, troubleshoot, and investigate when there's not enough information to resolve customer complaints. The target is to ensure excellent service standards, respond quickly and efficiently to customer inquiries and maintain high customer satisfaction.

Responsibilities

- Manage incoming chat (and very rarely phone) inquiries. Provide accurate, valid and complete information by using the right methods/tools.
- Handle customer complaints and/or feedback requests.
- Explain complex topics in easy to understand and concise language [English Required].
- Be able to work on your own initiative, being resourceful to find answers to questions and recognize the best resources/people to consult when you get stuck.
- Become an expert on how our platform works to better onboard, educate and support our customers.
- Track user feedback, report and escalate issues to the dev team, and act as the bridge between our customers and the rest of the team.
- Take the extra mile to engage customers.

Requirements

- Be a nice person and self-motivated
- Be able to work from 5PM to 12AM (Buenos Aires time)
- Ability to work remotely (own a computer and have access to a stable internet connection)
- Proven experience working with a marketing, ad agency, or similar.
- Experience providing support for customers of SAAS platforms a plus
- Excellent English oral, reading and writing skills (bilingual in Portuguese or Spanish a plus).
- Familiarity with CRM systems and practices
- Experience with session replay tools a plus
- Excellent communication and presentation skills
- Customer orientation and ability to adapt/respond to different types of characters
- Ability to multi-task, prioritize, and manage time effectively
- College degree or equivalent work experienced preferred

Benefits

- You get to make a difference; we're a small team so you will have a high level of influence and decision making
- You get to learn things every day with an extremely passionate team
- You get in on the ground floor, and you get to grow fast as part of our Customer Happiness Team
- Advancement and career opportunities to high-level Customer Happiness

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