Customer Support Specialist II

Summary

Join PartnerHero as a full-time Disaster Recovery Specialist in Austin, where you'll onboard new clients and manage existing ones through their recovery journey. You'll be the primary point of contact for clients, guiding them through the process, addressing challenges, and providing tailored recommendations. This role involves collaborating with internal specialists to create personalized recovery roadmaps and connecting clients with resources like grants and free services. You'll also contribute to improving the customer experience by gathering feedback and identifying opportunities for enhancement.

Requirements

• Empathetic and Customer-Oriented: Demonstrated ability to build trust and rapport with clients
• Highly Organized and Detail-Oriented: Skilled in managing multiple priorities and maintaining strong follow-through
• Exceptional Communication Skills: Proficient in verbal and written communication, with active listening abilities
• Problem-Solving Expertise: Ability to assess client needs and recommend effective solutions
• Customer Success or Client-Facing Experience: Minimum 2+ years in customer success, client management, or related roles
• CRM and Digital Tools: Proficiency with customer relationship management tools to track and support client progress
• Self-Starter: Comfortable taking initiative in a fast-paced, dynamic environment

Responsibilities

• The Disaster Recovery Specialist will onboard new clients and establish strong, trust-based relationships to ensure a smooth and positive introduction to services. This includes guiding clients through onboarding and educating them about our tools and resources so they feel supported from day one
• Once clients are onboarded, you will manage a caseload, serving as their main point of contact during their recovery journey. This involves regular check-ins to address challenges, monitor progress, and provide tailored recommendations based on their unique recovery goals
• You will also collaborate with internal specialists to create and execute customized recovery roadmaps, ensuring key milestones are achieved, and clients are connected to the appropriate resources, such as grants, free services, and other recovery tools
• Collaboration is vital in this role. You will work with marketing and product teams to gather client feedback, identify opportunities to enhance the customer experience and refine internal processes
• Your insights will help adapt its services to meet emerging client needs while also contributing to developing scalable tools and resources for future clients

Preferred Qualifications

• Industry Knowledge: Familiarity with disaster recovery, social services, or related fields is a plus
• Start-Up Experience: Experience in an early-stage startup environment is strongly preferred

Benefits

• Full-time employment
• Competitive compensation based on experience
• A dedicated wellness program, including support from an in-house psychologist
• Attractive benefits package including medical, dental, and vision options based on location
• 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