Customer Experience Specialist

Санкт-Петербург
18.01.2024
900 ₽ - 1 000 ₽ / месяц
Удаленная работа
Срок для отклика истек

Описание вакансии

We are a technology startup based in Vancouver, BC, Canada, with an international IT team that built a technology platform iGMS (vacation rental management software) for Airbnb hosts and vacation rental managers around the world. We are looking for a new Customer Experience Specialist to join our strong and empathic team of professionals.

Job description

In your role, you will provide incredible customer care to our current customers, offering a high level of service over chat, email, outbound phone, and video calls. Quick summary of the work terms:

  • 12-hour shifts, 5am to 5pm EST (11am to 11pm CET)

  • 2 workdays followed by 2 days off

  • This is the remote position. Working hours are tracked by Hubstaff

  • Salary is paid in USDT

Responsibilities:

  • Building customer relations by providing extraordinary customer care via chat, email on a daily basis, and outbound phone and video calls per request.

  • Follow up with customers regularly in their requests to ensure the correct solution was carried out.

  • Develop instructions and tutorials for Help Desk, and document other communication including internal instructions, video scripts, sales pitches, etc.

  • Craft marketing emails and blog posts related to the product or customer experience.

  • Represent the voice of the customer to provide input into every core product, marketing, and sales process.

  • Assist our current customers with newly launched features via video calls (upon new releases or per customer request).

  • Troubleshoot technical problems and report the issues to the development and design team.

  • Work in close collaboration with the tech and marketing teams.

Requirements

  • MUST: Fluent level of written and spoken English.

  • At least 2 years of experience in SaaS customer support, front line.

  • At least 6 months of experience creating different types of content (blog posts, emails, instructions, website content, etc).

  • Ability to multitask and juggle many assignments simultaneously.

  • Stress tolerance and personal resiliency.

  • Empathy, patience, and a positive approach.

  • Excellent verbal and written communication skills.

Additional bonuses for:

  • Experience with Jira, Confluence, HubSpot, MS Office, and Google Docs or its equivalents.

  • Experience with WordPress or any other CMS.

We offer:

  • A unique chance to work for an industry-leading product in vacation rentals industry

  • Competitive compensation, depending on your work experience;

  • Work in an ambitious, and professional team with a diverse and multicultural work environment;

  • Full-time remote job;

  • Opportunities for professional growth and development;

  • An innovative environment with a good structure and resources;

  • No bureaucracy, fast decision-making.

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