Bilingual Customer Support Advocate

Summary

Join a mission-driven US-based technology company as a Bilingual Customer Support Advocate and provide friendly and professional customer support experience to users predominantly by phone with some email interaction in both English and Latin American Spanish.

Requirements

• Maintain and promote Wonolo’s culture and work ethic. We need our members to be proactive, hardworking, and open to giving and receiving feedback
• Be Positive : Being part of the team means working with everyone to meet our daily goals. We hold everyone who works for us to high standards, but we understand that life sometimes gets in the way. We seek to accommodate everyone's different priorities and lives as much as possible while cultivating a culture of hard work, camaraderie, and excellence
• Commitment : Working with us requires dedication. We have tons of work on our plate. We have lots of customers’ concerns to address, deadlines to meet, reports to make, new projects and new processes to execute, etc. We expect that you'll be able to attend your training and nesting (30-day trial) schedule. Once you pass the 30-day trial, we also expect that you'll be able to render at least 40 hours of work per week
• All geared up to start a career in a work-from-home set-up : Ensure that you have a quiet working environment with minimum distraction, a noise-reduction headset, a fully functioning computer/laptop, and an internet connection of at least 15 mbps with backup in case of connectivity issues
• Attend the online training and nesting : Providing excellent customer support to our Wonolo users requires you to become fully knowledgeable on Wonolo’s platform and its existing processes and policies
• Flexible: Must be willing to work on a shifting schedule in a Pacific time zone

Responsibilities

• Review translations of self-service content and propose new translations for articles, templates and scripts based on customer feedback
• Become an expert user of our system. You will be involved in learning our product from a functional perspective and then helping our customers with their questions and addressing their problems and concerns
• Meet productivity targets & defined timelines to meet customer Service Level Agreements (SLAs)
• Answer general customer service inquiries, handle complaints, and troubleshoot problems with our products and services
• Display a strong ability to listen to users to understand the reason for their call, address all questions or complaints, and provide an accurate and efficient response
• Adhere to established policies, procedures, and compliance to meet quality evaluation guidelines
• Provide feedback on customer pain points, product feature gaps and internal system challenges to help Wonolo improve the customer and employee experience

Benefits

• The opportunity for growth in a mission-driven and well-funded start-up
• Company laptop
• Option to be paid in US dollars
• Access to continued learning, unlimited access to Udemy for Business sponsored by Wonolo
• Access to no-cost on-demand mental health support, including counselling, mindfulness and meditation, and wellbeing courses
• Paid time off, Holiday pay, and Unpaid time off
• Ability to work from anywhere in Colombia, Costa Rica, Guatelama, or El Salvadore (no more commutes!)