Customer Service Product Analyst

Summary

Join iVisa's growing global team as a Customer Service Product Analyst! You'll be responsible for creating and maintaining a centralized knowledge base for product information, acting as a liaison between portfolio management and customer service teams, and analyzing customer feedback to improve product documentation and training. This role requires strong communication, teamwork, and attention to detail. iVisa offers a collaborative, remote-first work environment with benefits including mental wellness sessions, a training allowance, extended family leave, and unlimited PTO for managers and above. The company prioritizes sustainability and employee well-being. If you're passionate about customer experience and thrive in a dynamic environment, this is the perfect opportunity for you.

Requirements

• Passionate about customers and providing extraordinary experiences
• Empathetic, with good communication and teamwork skills
• Attention to detail and precision and Proactivity
• Avanced G-Suite: Sheets, Docs, Slides, Forms
• Intermediate Excel
• Open to taking on new challenges and working in an environment of constant change due to accelerated growth
• Want to be a fundamental part of building the team and the bases for the iVisa experience

Responsibilities

• Ensure the creation and maintenance of a centralized knowledge base for product-related information, accessible to all Customer Service agents
• Act as the main point of contact between the Portfolio management and Customer Service teams, facilitating clear and timely communication about product updates, launches, and changes
• Collaborate with stakeholders from both departments to gather and integrate feedback on product-related resources and ensure alignment before disseminating information
• Analyze customer inquiries and feedback to identify trends and opportunities for improving product documentation and training materials
• Develop action plans based on data and feedback to enhance agents’ preparedness and ensure seamless handling of product-related queries
• Regularly review and update product documentation and resources, seeking feedback to keep them accurate and relevant
• Actively participate in cross-functional projects that impact product communication or customer service readiness

Benefits

• Collaborative, friendly, and diverse culture: We foster an inclusive and vibrant atmosphere, featuring a dynamic and international environment with flat hierarchies and exceptionally amiable colleagues
• Work from anywhere: We embrace a remote-first approach, yet we offer the opportunity for periodic in-person gatherings
• Mental wellness sessions: Our sessions are led by certified psychologists to support your mental health
• Training Allowance: Access an outstanding learning platform to facilitate your professional growth
• Extended Family Leave policy: Our policy covers all birthing parents, non-birthing parents, and adopting parents
• Join us in our commitment to the planet and sustainability: For every iViser, we plant one tree, allowing you to contribute to our environmental initiatives
• Rest and Relaxation: We offer PTO for all employees and Unlimited PTO for managers and above