Emails and Chat - Customer Support Specialist II

Role Details
Type of Support: Email, chat
Contract Type: Full-time
Training Schedule: 9:00 am - 6:00 pm Weekends off
Work Schedule: 10:00 am - 7:00 pm Thursday Friday off
Work type and Location: Hybrid - San Pedro Sula & Tegucigalpa | You are required to go to the office on Mondays and Tuesdays during the first 60 days of employment
Start Date: January 23th, 2024

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 think it’s because 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
Do you like helping others? PartnerHero is looking for talented folks to join our Customer Support teams. We have a range of opportunities available for people who have built a career in the customer support space and those looking to break into the industry. We are interested in matching your unique skills, experience, and interests with one of our many Partners across a variety of industries including Edtech, eCommerce, Fintech, Health and Wellness, and more. As a PartnerHero employee, you’ll have the support you need to develop and grow your career. 

The reason you join won’t be the reason you stay.

This is a hybrid role that will require 2 days in office.

What You’ll Do:

• Effectively manage incoming emails and sms.
• Build sustainable relationships of trust and generate help through open and interactive communication
• Provide accurate, valid, and complete information about services, products, and partner policies
• Provide appropriate solutions and alternatives within Service Level Agreement requirements, and follow-up to ensure resolution
• Follow communication procedures, guidelines, and policies. Research answers or solutions as needed.
• Take the extra mile to engage customers and act as a representative of the partner brand, truly becoming an expert in the partner's product and service

What We Expect From You:

• Strong interpersonal skills, customer orientation, and ability to adapt/respond to many different types of customers
• C2 English written and verbal communication skills. 
• Ability to write clear and concise correspondence using correct spelling, grammar, and formatting.
• Active listening skills (and reading comprehension)
• Ability to multitask, prioritize, and manage time effectively. 
• Strong problem-solving and critical-thinking skills. 
• Attention to detail and diligence 
• Highly empathetic, compassionate, and able to convey that over email and chat
• Comfort with sensitive female-centric topics
• Background in healthcare is a plus
• Zendesk experience is a plus

What You’ll Get In Return:

• Full-time with the potential for overtime if requested
• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture Is At Our Core
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 seek opportunities to put each other first.
• 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 [email protected].

ero.com.