Special Support Analyst

We’re growing! Don't miss the opportunity to be part of our global team as our Special Support Analyst.

About us:

At iVisa we believe that traveling should be simple. That’s why over 1 million travelers have chosen us to facilitate their passports, visas, and other travel documents. We are the easiest, fastest, and simplest solution in the market. Our company is growing 80% year on year. We know our biggest strength is our people and we’re looking for the right new team members to help propel our culture and achieve our goals. Above all else, we always have fun!

Why iVisa?

• Collaborative, friendly, and diverse culture: We foster an inclusive and vibrant atmosphere, featuring a dynamic and international environment with flat hierarchies and exceptionally amiable colleagues.
• Work from anywhere: We embrace a remote-first approach, yet we offer the opportunity for periodic in-person gatherings.
• Mental wellness sessions: Our sessions are led by certified psychologists to support your mental health.
• Training Allowance: Access an outstanding learning platform to facilitate your professional growth.
• Extended Family Leave policy: Our policy covers all birthing parents, non-birthing parents, and adopting parents.
• Thrive in a highly tech-savvy company equipped with cutting-edge tools and the power to make a substantial impact.
• Join us in our commitment to the planet and sustainability: For every iViser, we plant one tree, allowing you to contribute to our environmental initiatives.
• Rest and Relaxation: We offer PTO for all employees and Unlimited PTO for managers and above.

As a Special Support Analyst, you'll be responsible for:

• Provide priority and specialized support to complex or critical customer cases. This includes support to customers via Intercom (chat and email) and occasional phone support throughout the shift.
• Manage situations that could escalate to legal cases or generate bad public reviews, acting with professionalism and empathy at all times.
• Collect customer feedback to identify areas of improvement in the company's processes and policies, contributing to the continuous optimization of the service.
• Identify potential crises/virtualizations. Proper escalations at the right time aiming for the best solution.
• Ensure the recent update is documented in our internal systems.

What will make us choose you?

• 2+ years in bilingual customer service/customer success, preferably in the travel sector or in insurance companies.
• Excellent verbal and written communication skills and the ability to generate empathy. 
• Fluent in English.
• Ability to work under pressure and handle delicate situations calmly and professionally.
• Customer-centricity and problem-solving skills are a must.
• Desire to grow in iVisa and go the extra mile to learn and provide the best service to our customers.
• Ability to challenge the status quo and present ideas for improvement in our processes.

iVisa ensures equal employment opportunity to all employees and applicants without discrimination or harassment based on race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, marital status, or medical condition.