Hi there! We are South and our client is looking for a Customer Experience Technician!
Note to Applicants:
* Eligibility: This position is open to candidates residing in Latin America.
* Application Language: Please submit your CV in English. Applications submitted in other languages will not be considered.
* Professional Presentation: We encourage you to showcase your professional experience by including a Loom video in the application form. While this is optional, candidates who provide a video presentation will be given priority.
Job Summary:
As a Customer Experience Technician, you'll be at the forefront of delivering exceptional support to photographers, understanding their unique needs, and empowering them to succeed with our platform. This role combines hands-on customer support, workflow optimization, and technical problem-solving—with a focus on automation and AI-driven efficiencies.
Key Responsibilities:
Customer Support (75%)
Deliver Exceptional Support:
* Maintain a 90%+ CSAT score while handling at least 100-150 tickets per week with a fast first response time.
* Troubleshoot and resolve customer issues with clarity and efficiency.
Technical Troubleshooting & Process Optimization:
* Identify recurring customer pain points and propose scalable solutions.
* Collaborate with internal teams to advocate for customer needs.
Technical & Automation (25%)
Automate & Optimize Support Workflows:
* Identify inefficiencies and implement automation-driven solutions to enhance the customer experience.
* Regularly research and improve chatbot performance, reducing drop-off rates and enhancing AI responses.
Payment & Cashout Process Support:
* Failed Payments Automation – Ensure the failed payment process is fully automated within 30 days through automation and proactive support.
* Cashout Processing Efficiency – Ensure the cashout process is fully automated within 60 days.
* Duplicate Tickets – Actively contribute to Help Desk ticket automation to reduce repeat inquiries.
Continuous Improvement & Innovation:
* Proactively seek out ways to streamline and scale the support experience.
* Stay ahead of trends in AI, automation, and technical support best practices to improve the company's customer experience.
Qualifications:
1. Proficient in English: Strong written and verbal communication skills to support English-speaking customers.
2. Customer Service Experience: Background in customer support with a focus on satisfaction and issue resolution.
3. Critical Thinking: Ability to analyze situations and make informed decisions independently.
4. Empathy and EQ: High emotional intelligence, with an empathetic, patient, and solution-oriented approach to customer interactions.
5. Tech-Savvy: Comfortable with online platforms, AI, and quickly learning new tools.
6. Team Collaboration: Proven success in working with teams towards common goals.
7. Adaptability: Ability to thrive in dynamic, evolving environments.
8. Initiative and Drive: Demonstrated self-motivation to solve problems and improve processes.
Preferred Skills:
1. Team Leadership: Experience managing, mentoring, or guiding teams, especially in support or customer service environments.
2. Tech Stack Knowledge: Familiarity with HubSpot, Slack, Notion, Asana, and Google Drive.
3. Process Improvement: Ability to identify inefficiencies and implement streamlined processes that increase team productivity and customer satisfaction.
4. Experience working with Photographers: Knowledge of the challenges and demands of photographers' work, which helps provide tailored support and anticipate common needs.
Compensation: $1,300 - $1,600 USD / month.
Bonus Structure: 10% Discretionary Bonus, paid out 3x a year.
If this opportunity sounds good to you, send us your resume!
#J-18808-Ljbffr