Customer Support Specialist (Brazil)

Role DetailsType of Support: Omnichannel (Email, chat, phone, social media)Contract Duration: Full TimeWork Schedule: Tuesday to Saturday 8:00 AM - 5:00 PM/ 9AM-6PM switching according to daylight savingsWork Type and Location: Remote, in BrazilExpected Start Date: September 5, 2024About UsA little 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 RoleThe individual filling this role will be an important support team member, supporting one of our largest partners and their fintech applications and platforms as an Account Manager. A successful candidate will be able to demonstrate exceptional customer service skills, adapt quickly to incoming, outgoing, and pre-scheduled customer and user inquiries, and embody our commitment to deliver best in class account management. This candidate must earn the trust of our partner that offers an expense management system for B2B business use partners. This candidate will be expected to interface and work collaboratively with our program leadership, partner mentors and success teams, and directly interface with their designated book of business in order to offer the best service, engagement, and retention possible.What You'll Do:Communicating with clients to ensure that all of their needs are understood and addressedBuilding strong client relationships to maintain old business and acquire new customersCollaborating with various internal departments to ensure that they fulfill all customer requestsResolving complaints and keeping track of all processes that pertain to the client's desiresActing as the client's representative in a firm to ensure that their demands are met with a focus on improving the customer experienceCollecting and analyzing data concerning consumer behavior to understand changing needsResponding to account owner inquiries and providing accurate, satisfactory answers to their inquiries and concernsAppropriately following policies, procedures, and escalation and transfer workflow to ensure an effortless experienceAttempting to de-escalate situations involving dissatisfied account owners, offering assistance and supportDocumenting and reporting on client feedback and insights to improve our partner's product and customer experienceGuiding account owners and users through platform troubleshooting, navigating the partner's site, community, knowledge base, or ancillary tools and resourcesMaintaining essential program knowledge that is critical for our partner and their clientsOn occasion, you may work additional hours outside of your normal scheduled shift to accommodate program-related meetings, requests, inquiries, training, or other related mattersPerforming project duties and tasks that are within your skill and expertise level as assigned by program managementFlexing between program duties and providing ad hoc support for program-specific projects, products, and queuesIntercepting incoming and existing chat volume by responding to customer inquiries and providing accurate, satisfactory answers to their questions and concernsConsistently achieving and maintaining the minimum program performance by meeting all (5) key performance indicators and metrics within the program; KPI Attestation Agreement is required prior to offerAdhering to assigned schedule compliance (including peak/seasonal staffing requirements) and on occasion, may be asked to work additional hours outside of your normal scheduled shift or participate in a shift realignment/change to accommodate program-related needs. This may include working federally recognized holidays or providing coverage for teams in other geographiesAssisting customers with booking travel arrangements using our partner's travel platform and instance. The function may require phone support and placing outbound calls to confirm travel arrangementsNegotiating contract renewal, upselling subscriptions to the customerActing as a liaison between the customer and effectively communicating with internal, cross-functional departmentsAttending meetings with the customer (on time, preparation, professional)What We Expect From You:Passionately care about SaaS product support and the role it plays in making a customer-centric team successfulAwareness to prioritize customer-impacting issues and know when something requires key stakeholder visibilitySkilled at explaining factors associated with rules and procedures for electronic funds transfers (EFTs), and providing guidelines for users of electronic debit cardsConfident and collaborative communicator with contact center and telephony support experienceHeavy reliability in people skills and proficiency in problem-solvingAbility to maintain composure and focus under pressureStrong understanding of service level expectations without compromising the customer experienceExcellent multi-tasking and time management skills; Punctuality and adherence to schedule experience preferredInfectious ambition, positivity, engagement, and the desire to provide support to software users within the financial space and industryIf telecommuting, the workspace must meet work-from-home requirements and be a designated, private, and PCI-compliant workspace. High-speed/broadband internet access is requiredBonus Points:2+ years of experience working in a contact center environmentExperience supporting software as a service, particularly those involving financial acumen, regulatory compliancePrevious work experience at a startup or new business venture where team size is limited and may grow over timeProven ability to demonstrate flexibility, agility, and compromise for newly launched products and teamsHelping others in times of need comes as second natureWhat You'll Get In Return:Competitive Base SalaryAttractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employeesAccess to free posture-based fitness workouts from homeSabbatical LeaveTraining opportunities provided by PartnerHero and outside entities1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional developmentCompany Culture Is At Our CoreOur 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 changeManifest 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 colleaguesPartnerHero 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 ****** NOTICEPartnerHero is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.
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