CUSTOMER SUPPORT SPECIALIST
Our Mission
Swapcard is the leading AI-powered event platform designed to drive revenue growth and foster meaningful connections at in-person and hybrid events. We recognize the importance of teamwork in successful events; that's why Swapcard is fueled by a team of innovators who are passionate about helping organizers build future-proof events.
Our Vision
At Swapcard, we believe in the power of meaningful connections. This belief fuels our commitment to pioneering modern solutions that empower organizers to create engaging event experiences.
Guided by our commitment to excellence and collaboration, we aim to redefine the landscape of event technology, setting new standards for engagement, accessibility, and impact.
Our Beliefs
At Swapcard, diversity is at the core of our success. With 42 nationalities represented among our 180+ team members, we champion diversity as a catalyst for creativity, collaboration, and unparalleled innovation.
We believe that by embracing a multitude of backgrounds, cultures, and viewpoints, we can truly understand and cater to the needs of our global community of event organizers and participants.
Our full remote opportunities empower our team to thrive, no matter where they are in the world, fostering a culture of flexibility and inclusion.
The Technical Support team is responsible for educating and empowering Swapcard customers on a global level. Our job starts even before they become our customers: as soon as they visit Swapcard’s website, we are there to guide them through conversations every step of the way to ensure they get the most value out of our product.
This team is the right fit is for everyone who loves autonomous problem-solving and troubleshooting, with the end goal of empowering our customers’ to reach their objectives, maximize their experience with our platform and address any challenges with our product.
This is not a springboard into other areas or jobs at Swapcard, but this is a great role for those who are looking to be part of our support team for a while and who are excited about growing alongside Swapcard. We also want people that have an eye for improvement and efficiency, someone who wants to work at a place where they’re encouraged to bring ideas and feedback to the table on how things could be better for our team and/or our customers.
Missions and Scope
- Communicating efficiently and effectively with our customers - we use Intercom conversations to do most of our support, but you'll also be talking to customers via video calls every now and then (webinars etc.)
- Owning customer communications and issues from initial contact until resolution, or escalation to the appropriate SME when needed
- Becoming an encyclopedia of knowledge about how Swapcard works and what it is capable of for all user types and plans
- Being the one responsible, along with the Success team, to ensure that all customers have a great experience with our platform - a crucial part of the role is ensuring we make Swapcard as intuitive, reliable, bug-free and fast as possible
- Working directly with Product teams to identify current issues and, synthesizing the diverse feedback you hear from our customers, offer informed opinions on potential solutions
- Continuously identify Help Center content gaps and record knowledge
What do we look for :
- Remember that there’s no such thing as the perfect candidate or background, which is what makes us unique and successful! Imposter syndrome is common, but we’d love to hear from you. So please don’t hesitate to apply, even if you don’t tick every box on this page!
- Previous experience working in a troubleshooting environment
- 1-2 years of technical support experience
- Solid understanding of tech fundamentals + modern day tools (Slack, Notion, Intercom, JIRA, Gainsight
- Understanding of web technologies and concepts (HTML, CSS, JavaScript, APIs, etc.)
- Ability to troubleshoot and utilize resources to answer questions on baseline topics
- Strong customer focus (excels at + enjoys helping customers)
- Ability to take on + action feedback
- Strong communication skills (ability to question, clarify, empathize, use appropriate tone + language, personable)
- Excitement for a support environment that is constantly experimenting with workflows and automation to drive efficiency
- Strong problem solving skills (ability to think critically and learn on-the-fly)
- Demonstrated success working with Key Performance Indicators (KPIs) or other metrics/quotas
Swapcard’s Interview process
Our thorough interview process aims to identify exceptional talent to advance our mission while offering you a chance to explore your career potential at Swapcard.
- Screening Interview with a recruiter from our people team
- A remote exercise to demonstrate and assess your skills
- Manager review with your future reporting manager
- Leadership review with one of our department leaders
- Reference check conducted by our people team
- Offer
Swapcard's Values
CUSTOMER SUCCESS MANAGER
Working at Thoropass
At Thoropass, we are on a mission to transform an industry that’s never been known for innovation, but we aren’t letting that stop us. We love collaborating to come up with new ways to solve problems that would stump other teams, and we have created a workplace where the best idea wins, and we bring out the best in each other.
Our team is full of entrepreneurial people with a bias toward action, an insatiable intellectual curiosity, and a desire to learn and grow personally and professionally. By bringing remarkably talented people together, we have the opportunity to create something truly amazing for our customers and our team.
What We Do
Thoropass combines simple software with expert guidance to help SaaS companies manage security compliance, security audits, and enterprise procurement security diligence. Thoropass helps companies adopt stage-appropriate compliance practices that enterprises can trust and reduce the time and costs of security audits by 50% or more.
We are a rapidly expanding team based out of New York and growing. We were founded in May 2019 and raised our Series C funding in November 2022. Our top investors include J.P. Morgan, PayPal Ventures, Fin Capital, Centana, and Bain Capital. We're growing customers and revenue dramatically, and we’re poised for continued break-out growth in 2024 and beyond.
About The Job
We’re looking for a tech-savvy Customer Success Manager with a drive for building relationships and finding solutions. As a member of our Customer Success Team, you’ll be working with other awesome tech startups by engaging with their founders and leadership teams. Your sphere of influence will include maintaining customer relationships, networking, implementing success programs, contributing to sales, onboarding and training clients, and minimizing churn. You’ll be asked for your insights on client-to-business interactions, how you think we can improve the customer experience through product support, and how best to handle customer complaints and requests.
Our Customer Success Manager must be social and analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively. The ideal Customer Success Manager will engage with customers, maximize value, and create strategies to grow our customer base.
Key Responsibilities
- Own post-sales relationships with our existing and new customers with contributions to growing ARR (annual recurring revenue)
- Help improve customer experience through data analysis
- Contribute to tutorials and communications
- Maximize customer retention
- Aid in innovative product design and development
Key Skillsets / Knowledge Requirements
- Strong communication skills in English, both written and verbal
- Detail oriented with strong organizational skills
- Ability to handle multiple priorities
- Demonstrated leadership qualities
- High computer literacy and ability to learn new software
- Passion for service
Educational Requirements And Career Experience
- Bachelors degree
- 2-6 years of experience in a customer-facing role and startup SaaS experience
Compensation & Benefits
- Competitive base salary
- Exceptional private healthcare
- Early equity in a fast-growing company
- Hybrid work-from-home model
- Unlimited PTO
- Home office equipment
- Monthly wellness and home Wi-Fi stipend
#hybrid
Equal Opportunity
Thoropass provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Even if you feel you don’t meet every requirement, consider applying! Thoropass acknowledges the research which shows that women and people of color are less likely to apply for jobs when they don’t meet all of the stated qualifications. However, we’re looking for authentic innovators to blaze new trails and you just may be the right person for this or another role.
APPLY HERE: https://boards.greenhouse.io/thoropass/jobs/5240149004?gh_src=95cce8d74us
SERVICIO AL CLIENTE TELEFÓNICO
Misión
Ofrecer a los clientes actuales y potenciales una adecuada atención, asesoría y resolución a sus consultas y solicitudes en función a las políticas, procedimientos y normas establecidas por la organización, lo anterior con el objetivo de brindar un servicio diferenciado y de calidad en los diferentes canales de atención gestionados por el Centro de Contacto
Áreas De Responsabilidad
- Servicio al cliente a través de los diferentes canales de atención según sea el rol asignado (call center personas, empresas, chat, correos institucionales y redes sociales)
- Resolución en primera línea y en los casos de segundo nivel brindar el adecuado control y seguimiento de los mismos
Condiciones laborales
- Lugar de trabajo: Edificio Central, San José Centro
- Modalidad: Hibrida
- Horario: lunes a viernes de 08:00 a.m. a 5:00 p.m. o de 09:00 a.m. a 06: p.m., u 10:00 a.m. a 07:00 p.m. y los días sábados de 09:00 a.m. a 07:00 p.m. y los domingos de 09:00 a.m. a 06:00 p.m. con un día libre sea sábado o domingo, y con un período de descanso, que no forma parte del tiempo efectivo de trabajo, de lunes a domingo de una hora y quince minutos .
CUSTOMER SERVICE AGENT (HYBRID & WORK FROM OFFICE)
As a Customer Service Agent, You Will
Interact with customers/ customer information on a daily basis, promptly responding to all inquiries in a courteous and efficient manner. Provides information to customers about product features. Helps customers when they are faced with problems or need information and/or ensure customer information is updated accurately.
Key Responsibilities
- Help customers with complaints and questions, give customers information about products and services
- Ensure to deliver BGO and client metrics and expectations on a regular basis.
- Ensure customer satisfaction and provide professional customer support
- Update customer files with appropriate information and ensure information being placed in customer files follow regulatory, client specific, and corporate guidelines
- Engage with customers on all inbound/outbound calls, emails, and other channels of communication applicable and/ or supports to update customer’s account information
- Champion company core values and other company programs
- Other duties as assigned
Requirements
- Previous experience in Customer Service is preferred
- English Proficiency of CEFR B2 / 85% or better
- Successful completion of high school education is preferred
- We offer both Work from Office and Hybrid work modules - to be considered you must be able to work from our office. Who doesn't like a beautiful, new office with a fun work environment and free coffee?
About You
- Enjoy talking to people on the phone, and have excellent listening and communication skills, both written and oral
- Ability to connect with customers with empathy and offer helpful solutions
- A desire to grow and drive your career forward
Why work with us?
- Monthly salary $900 to $950 USD, with the potential to earn up to $250 USD in monthly bonus
- Performance Bonus
- Birthday day off (paid)
- Marriage Leave (3 days paid)
- Bereavement Leave (3 days paid)
- Free counseling sessions
- Point-to-point transportation
- Annual merit increase
- Asociacion solidarista
- Dental Benefit
- SmartFit Partnership
- Employee Discount Hub (Discounts in restaurant, hotels and flights)
- Free parking for all employees
- An amazing work culture where you can learn and grow
- Opportunities for internal growth within the company
About Us
Bill Gosling Outsourcing provides a career opportunity in Customer Service, with various shifts and full-time hours in our state-of-the-art call center. We strive to create a fun, diverse, and engaging workplace, which promotes both personal and professional growth.
Where are we located?
We are located in the beautiful Centro Corporativo El Cafetal in La Ribera de Belén, Heredia beside the Marriott Hotel.
CUSTOMER SUPPORT SPECIALIST
The Company
Serving the People Who Serve the People
Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and their constituents together. We are on a mission to support our customers by meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn.
Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers powering an unmatched Subscriber Network that uses our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe.
Want to know more? See more of what we do here.
What your impact will look like here:
- The DTN Customer Support Specialist is responsible for assisting with advertising contract implementation and supporting Destination Marketing Organization (DMO) publishers with requests related to paid content on their sites.
- This role works directly with advertisers after the sale of their ad contract to gather creative assets, answers initial questions about their advertising program, and routes requests to the Support Team to execute the campaign.
- The Customer Support Specialist may assist with writing copy, basic image editing/cropping, and creating proofs for clients.
- At the launch of a campaign, the Customer Support Specialist assists with quality control checks and follow-up emails to advertisers to confirm that their program is live.
- After campaigns have been implemented, the Customer Support Specialist assists advertisers throughout their contract life cycle to provide performance data and make updates to their program.
- The Customer Support Specialist communicates with customers and DMO partners through email, phone, and video calls and utilizes various software tools to navigate customer accounts, research and review account history, enter data, and communicate effectively to fulfill customer requests.
You will love this job if you have:
- Customer Service Skills:
- Patient and helpful when interacting with customers
- Able to avoid jargon and explain industry-specific concepts
- Take ownership of customer issues and see them through to resolution
- Use situational judgment to determine actions
- Detail-oriented and focused on providing accurate and thorough service
- Ability to prioritize customer needs
- Demonstrates interpersonal skills with a diverse customer base
- Dedicated to problem resolution
- Communication Skills:
- Excellent English communication skills (written, comprehension and verbal)
- Ability to communicate correctly and clearly with all customers in a positive manner
- Good comprehension skills — ability to clearly understand and state customers' requests
- Excellent documentation skills
- Good composition skills — ability to compose a grammatically correct, concise, and accurate written response
- Ability to write marketing copy for paid content with strict character limits
- Work successfully in a team environment as well as independently
- Computer Knowledge/Skills:
- Desktop computer proficiency
- Familiarity with Windows 7 and Google Suite (Gmail, Google Calendar, Google Docs, Google Sheets, etc.)
- Excellent typing skills
- Able to successfully navigate websites
- Ability to successfully adapt to changes in the work environment
- Preferred Knowledge/Skills:
- Familiarity with Salesforce
- Basic Adobe Photoshop skills
CUSTOMER SUPPORT AGENT
About the Company:
We are a leading SaaS provider based in the United States, dedicated to offering innovative and efficient software solutions to businesses globally. Our commitment to excellence and customer satisfaction is at the heart of our operations.
Job Overview:
We are seeking a highly motivated and customer-oriented individual to join our team as a Customer Support Agent. This role involves providing exceptional customer service, resolving client inquiries, and supporting our users in maximizing the benefits of our SaaS products. The ideal candidate should have excellent communication skills, a problem-solving mindset, and a passion for technology.
Key Responsibilities:
- Customer Interaction: Respond to customer inquiries via email, chat, and phone in a timely and professional manner.
- Problem Solving: Identify, analyze, and resolve customer issues related to our SaaS products.
- Product Knowledge: Maintain in-depth knowledge of our software's features, capabilities, and updates.
- Feedback Collection: Gather customer feedback and collaborate with the product team to enhance user experience.
- Documentation: Accurately document customer interactions and resolutions in the CRM system.
- Training and Support: Assist in creating training materials and guides for users.
Requirements:
- Education: High school diploma or equivalent; further education or certification in customer service is a plus.
- Experience: Minimum of 1-2 years in customer support, preferably in a SaaS or technology-related field.
- Language Skills: Fluency in English (both verbal and written) is essential.
- Technical Proficiency: Familiarity with CRM systems and practices; comfortable with technology and learning new software.
- Communication Skills: Excellent communication and interpersonal skills.
- Problem-Solving: Strong problem-solving skills and attention to detail.
- Availability: Willingness to work in shifts to cover different time zones.
APLICA AQUÍ: https://www.careers-page.com/capitalrecruit/job/QX7Y569Y?utm_medium=free_job_board&utm_source=linkedin