Customer Experience Analyst, App Support Operations (LATAM)

This opportunity would be with Tools for Humanity.

About the Role:

• Investigate, troubleshoot and resolve customer issues across multiple channels, including ticketing and social media.
• Communicate effectively and empathetically with internal and external stakeholders.
• Be the escalation point for complex user issues and work with product and engineering teams to resolve bugs and incidents.
• Collaborate with our BPO partners to resolve support incidents, escalations and ensure their work meets quality standards.
• Proactively drive impactful changes across workflows, policies, and tools by partnering with external support teams and cross-departmental teams.

About you:

• Spanish and English proficiency is required
• 5+ years of relevant support analyst experience for a technology company, start up, blockchain, crypto or similar industry
• Excellent written and verbal communication skills
• Experience working with Zendesk, Salesforce or another similar CRM platforms
• Organizational skills and the ability to track multiple projects 
• Basic Excel/Sheets skills required
• The ability to wear multiple hats and work in a fast paced and changing environment
• Ability to work in a hybrid work environment 
• Occasional weekend availability required, typically once per quarter
• Flexibility to travel up to 15% of the time