Customer Support Specialist II - GG

Role Details 
Type of Support: Omnichannel  (Emails, SMS, and Calls which are two days per week)
Contract Type: Full-time
Training Schedule: Monday - Friday, 8:00 am - 5:00 pm (4-week duration)
Work Schedule: Saturday to Wednesday, with schedules ranging from 9:00 a.m. to 9:00 p.m. (Thursday and Friday off) | Will be affected by DST
Work type and Location: Hybrid - San Pedro Sula & Tegucigalpa | You are required to go to the office on Mondays and Tuesdays during the first 60 days of employment 
Start Date: January 9th, 2024

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 Role
PartnerHero is looking for talented individuals to join our phone-based Customer Support teams based in Honduras (Location: Tegucigalpa and San Pedro Sula)
As a Customer Success Expert, you’ll help us deliver a best-in-class customer experience for our business owners by addressing questions via email, phone, and text as well as troubleshooting issues. We are looking for a people-person who’s passionate about delighting customers and has an eye for opportunities to improve our customer experience. You'll be joining a quickly-growing and amazing team!

What You’ll Do:

• Provide exceptional customer service via email, chat, and/or phone
• Learn constantly, starting with mastery of all the ins and outs of our product
• Develop communication skills by answering support tickets via text and email
• Communicate with customers to identify their needs, process requests, escalate complaints, and provide helpful solutions that ensure they have a great customer service experience
• Analyze recurring customer issues and document accordingly
• Refer to premade scripts for a variety of customer service topics

What We Expect From You:

• You’re an exceptional and engaging communicator both verbally and in writing
• Your favorite moment is when the bulb lights up over a customer's head because you've helped them achieve their goals. You aren't just supporting your customers --you are educating them and enabling their business
• You have a proven track record of learning and communicating new technologies
• You love finding easier and better ways to do things
• You understand what it means to be part of a rapid-growth startup and you're excited to be an integral part of one
• You have 1+ years of experience in customer success (preferably supporting a technology product)
• Empathy is your middle name (okay, not really)
• Bonus if you speak another language fluently! 

What You’ll Get In Return:

• Hybrid working arrangements 
• Competitive Base Salary
• Generous paid vacation
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Access to free posture-based fitness workouts from home paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture Is At Our Core
Our 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 change
• Manifest 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 colleagues

PartnerHero 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 [email protected].