Client Services Generalist - LATAM

Because of the nature of its work, our User Happiness team is the exception to our ‘working async’ norm. In order for us to be able to help out the users of our platform as efficiently as possible, the User Happiness team members have to follow a pre-defined schedule, that nonetheless doesn’t vary too much from typical office hours in their part of the world.

• You’ll be the voice and the ear for our users.
• Document findings to support knowledge base and an async team, to ensure questions can effectively be answered across all time zones. Maintain and expand this over time
• Maintain productivity standards, while ensuring high attention to detail with a healthy obsession with the customer journey and customer advocacy
• Respond within SLA to user tickets and customer queries
• Close collaboration with the Customer Success, Product, Sales and Operations teams.
• Analyze queries and report product bugs (testing the product and features based on queries).
• Identify trends in the feedback we receive from our users and customers, collaborating with Customer Success and other teams to bring attention to these trends.

• Proven experience in a Customer Success or Customer Enablement role within a product or tech environment
• Excellent problem solving skills and able to work independently
• Demonstrated ability to work across multiple stakeholders with different priorities
• Naturally persistent, kind and patient
• Fluent English, both written and spoken
• Experience with ticketing systems a definite plus.

• You'll report to: Manager, Client Services
• Team: Client Services
• Location: EMEA and Americas
• Start date: As soon as possible

Remote's Total Rewards philosophy is to ensure fair, unbiased compensation and fair equity pay along with competitive benefits in all locations in which we operate. We do not agree to or encourage cheap-labor practices and therefore we ensure to pay above in-location rates. We hope to inspire other companies to support global talent-hiring and bring local wealth to developing countries.

Roughly 2 hours across 6 weeks

1. Interview with recruiter
2. Interview with future manager
3. Interview with Senior Manager 
4. Prior employment verification check (Read more at remote.com/employment-checks)

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