Customer Support Specialist, LATAM
WHO WE ARE
Tradable Bits is an award-winning tech company that helps sports, music and entertainment brands build better fan experiences. With our headquarters based in Vancouver, Canada we work with industry leaders in the sports, music & entertainment space including major regional teams, leagues, promoters, and more.
WHO YOU ARE
You're a positive and solutions-oriented individual who thrives on meaningful interactions. Your adaptable nature enables you to build authentic relationships with both customers and peers, placing significant value on trust. Embracing challenges, you approach work with a proactive and problem-solving mentality. You love to be a customer advocate and provide input to the product roadmap and growth plans.
THE ROLE
As our Customer Support Specialist, you will help maintain and improve our Customer Support Program including managing Support tickets, monitoring live chat tools, and ensuring our product help guides and videos are up-to-date. You will support our partners with their product issues and help educate them on how to best use our technology to support their business goals. You will be responsible for addressing the needs of customers and ensuring customer satisfaction. This is an exciting opportunity to work with a scaleup organization that is undergoing growth; where you will have the opportunity to help expand our Support program from the ground up. You will report to the Director of Customer Success and Support based in Vancouver and work closely with the local Senior Customer Success Manager, LATAM.
This is a remote contract role based in Mexico City and may require some travel to other areas within Mexico.
WHAT YOU’LL DO
Master the Tradable Bits Product
- Become a product expert in a range of Tradable Bits product offerings and deliver this information to customers in a clear and professional manner.
- Support customers with their product issues.
- Stay up-to-date on the latest product updates from the development team.
Manage and Monitor Customer Support Tools
- Monitor the support inbox to triage, tag and close tickets accordingly.
- Help setup and monitor AI Chatbot automation and workflows.
- Monitor Partner Slack and Whatsapp channels and assist customers where needed.
- Generate and share reports with relevant stakeholders to help improve operational efficiency.
Manage our Help Centre
- Assist in the maintenance of the Tradable Help Centre. Working with the Product and Customer Success team, you’ll help us maximize customer adoption.
- Contribute to the development of written and video recording workflow updates to our Help Centre and internal Knowledge Base content. Helping to drive adoption and mentoring the broader team on use.
- Report on which Help Guides are getting the most traffic and using that data to educate Product and UX/UI designers about possible improvements in the product.
Monitor our NPS and Customer Surveys
- Triaging feedback from customers to the relevant stakeholders and identifying any at-risk behaviours.
- Help improve our CSAT surveys as our product and company evolve.
SKILLS/QUALIFICATIONS
- 1-2 years experience in B2B Customer Support or Customer Service, ideally in SAAS or tech.
- Data analytics knowledge
- Data driven mindset
- Fluent in Spanish and English
- Organized, detail-oriented, and able to manage multiple projects while meeting deadlines.
- Strong problem-solving and analytical skills; using an organized and logical approach to find solutions to complex problems.
- Excellent written and verbal communication; being able to engage with empathy and patience.
- Professionalism, reliability, and tact in working with diverse stakeholders.
- A doer. You are proactive, curious, anticipate needs, and suggest actionable solutions.
- Comfortable learning new systems and technologies
- Confidence, tact and entrepreneur-level independence
BONUS SKILLS/QUALIFICATIONS
- Previous experience working in a startup or hyper-growth environment.
- Basic technical writing skills (making technical content easily digestible)
- Knowledge of the sports, music or entertainment landscape
- Familiarity with Slack, Google Suite, Open Project, Hubspot Service or other Customer Support tools.
Tradable Bits celebrates and welcomes people of all backgrounds, cultures, perspectives and orientations. We value diversity in all forms and encourage our people to be their true selves at work every day. We encourage candidates from all and any backgrounds to express their interest for the role and If there is something we can do to help make the recruitment process or the job more accessible, let us know.
Top Skills
What We Do
Tradable Bits helps you earn more attention and revenue per fan with a suite of tools built to enrich the fan experience. Need a solution for easy and interactive digital campaigns? Our suite of 50+ turn-key engagements has you covered. One platform to centralize data from ticketing, socials, and merch? We integrate directly with 60+ commonly used platforms for sports, music & entertainment, offering you a fully customized tech stack from day one. Looking for features like Email, SMS, and personalized ad capabilities? We’re built for that, too. Since 2013, our partners have launched over 17,000 digital engagements and have brought 55 million+ fan profiles back in house to connect with fans directly. This first-party fan data has contributed to over $1 billion in revenue this past year for the teams, festivals and promoters we proudly call partners. When you sign up with Tradable Bits, you get more than a platform - you get direct access to our team of Digital Advertising and Implementation experts; an extension of your team.
