Customer Success Specialist

Type of Support: Email, chat
Contract Type: Full-time
Training Schedule: Monday - Friday 9:00am - 6:00 pm MST
Work Schedule: Tuesday - Saturday 11:00 am - 8:00 pm 
Work type and Location: Hybrid - San Pedro Sula & Tegucigalpa
Start Date: August 15, 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
PartnerHero is looking for talented folks to join our Customer Support teams. This role will be responsible for providing timely and effective support to users through email and chat, ensuring a seamless experience. You will assist customers with inquiries about partner services. 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. 
This is a hybrid role that will require 2 days.

What You’ll Do:

• Serve as the primary point of contact for user inquiries, providing prompt and courteous assistance via email, chat, and other communication channels.
• Escalate complex or unresolved issues to the internal Care team or other internal teams for further investigation and resolution.
• Maintain accurate and comprehensive administrative notes for each user interaction, including details of the issue reported, troubleshooting steps taken, and any resolutions provided.
• Collaborate closely with other team members to share knowledge, identify trends, and implement process improvements to enhance the user experience.
• Stay up-to-date on product updates, new features, and industry trends to provide users with the most relevant and accurate information.
• Deliver a “WOW” customer experience through email and chat to assist a diverse range of end users.
• Take ownership of customer issues, diving deep to uncover root causes, solving
• problems effectively, and providing valuable feedback to improve our products and
• processes.
• Seek to understand customer needs and ensuring they receive the resolution they need to get back on the field.
• Maintain performance metrics including productivity, customer happiness scores, and attendance.

What We Expect From You:

• Strong proficiency with written communications, including use of proper punctuation, correct grammar.
• Ability to properly understand and convey tone via written communications
• Excellent attention to detail
• Proven track record of high performance as a CX or Tech Support Agent. 
• Ability to multitask and thrive in a dynamic environment - must be adaptable
• Creative problem-solving skills, ability to think logically, organized and self-motivated
• Proactive attitude and ability to work with limited supervision
• Excellent communication skills, both verbal and written.

What You’ll Get In Return:

• Hybrid workplace - depending on the partner, role, management, and/or personal workspace
• 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].