L2 Customer Success Officer

Summary

Join Envato as an Elements Customer Success Officer and provide exceptional customer support to users of Envato's Elements platform. This key customer-facing role involves responding to inquiries across various channels, troubleshooting issues, and presenting solutions effectively. You will utilize your product knowledge and customer service skills to achieve positive outcomes aligned with Envato's values and business goals. The position requires strong communication, problem-solving, and technical skills, along with a minimum of two years of experience in a customer service role. In addition to a competitive salary, Envato offers a comprehensive benefits package including paid time off, health insurance, bonuses, and various perks to support employee well-being and professional development. The role is remote-first with flexible working arrangements.

Requirements

• Fluent English communication skills, both written and verbal
• Highly regarded interpersonal and communication skills
• Reliable and able to work independently without direct supervision and under pressure
• Excellent decision-making skills with an emphasis on striking the balance between customer and Envato needs
• Ability to adapt to changing technologies and tools
• Ability to cope with repetitive or continuous support queries
• Conflict resolution skills and a mature and positive attitude towards difficult situations
• A sincere desire to help people and to solve their problems
• Be available to work on weekends
• Minimum of 2 years experience in a support or customer service role, or demonstrated customer service skills
• Experience using help desk ticketing systems such as Zendesk, Intercom, Freshdesk, etc
• A basic familiarity with Adobe Creative Suite products and Microsoft Office products, such as Excel and Word
• Experience with and/or demonstrated enthusiasm for the Internet and technology (including web design)
• A familiarity with the Envato network and community

Responsibilities

• Use Envato support channels to respond to customer matters as required and directed by Customer Success leadership
• Use product and systems knowledge and customer service skills to troubleshoot and resolve enquiries and achieve outcomes in line with Envato values and business goals
• Take action to solve problems and respond to high priority situations in a timely manner when needed
• Compose positive, personal and customer centric responses for all Envato customers across our brands
• Contribute to achieving the productivity and quality goals of the Customer Success Team
• Participate in ‘test’ or pilot workflows for new products and new businesses where SOPs and documentation may not exist or be complete
• Triage enquiries with a lense to identify trends or emerging issues and escalate to management where appropriate
• Cover support tickets for other teams where volumes or staff numbers require it, as instructed
• Perform other related duties as assigned
• Accurately track hours and tasks daily
• Remain up to date with business changes that affect your role
• Actively participate in continuous improvement; taking on board feedback and making adjustments to achieve desired outcomes
• Lead by example promoting the Envato values to a global audience
• Contribute to the ongoing learning and success of your team through training, upskilling and sharing of knowledge
• Maintain an organised work environment to encourage efficiency and productivity
• Assist with documentation or notation of tasks you perform, as appropriate
• Assist with process improvement and updates to our public-facing help center, as appropriate
• Make positive contributions to the team and internal community by participating in internal discussions and meetings, especially where feedback is requested
• Due to the global setup of the Customer Success team, there will be requirements to attend ad hoc meetings outside of standard business hours

Benefits

• 30 days - Christmas Bonus
• 12 vacation days (from the first year)
• 100% holidays bonus
• Private Health Insurance (SGMM)
• 5% Grocery Coupons (With legal cap)
• 5% Savings Funds (Fondo de Ahorro)
• Internet/electricity allowance (monthly paid)
• Profit-share, Mexican entity
• Round trip tickets around Mexico to a place you haven’t been twice a year
• Unlimited ebooks
• Paid for educational courses that relate to your work
• Top line equipment
• Flexible Working - Remote-first with flexibility for you to manage work and life as you need
• Work from Anywhere - Apply to work in another location for up to 3 months per calendar year
• Conoce Mexico - A unique travel benefit for you to explore and visit new places across Mexico
• Connection Budget - An annual budget to connect with the team IRL where and when possible
• Learning Budget - Study leave and an annual budget for you to put towards your learning and development
• Home Office Allowance - A contribution towards your set-up and a monthly allowance to support work from home costs
• Wellbeing - Access to a holistic assistance program that provides support in many areas of life and health
• Volunteer Leave - 2 days per calendar year to volunteer and give back to the community
• Parental Leave - 20 weeks paid primary carer leave, and 6 weeks paid secondary carers leave
• Christmas Bonus, Paid Holidays and Holiday Bonus - We offer 30 days paid in December, you will have 12 days vacation in the first year, and you will earn 100% of holiday bonus
• Grocery tickets - We offer you a monthly amount of 5% (subject to the legal cap) in food vouchers, which can be used in markets, pharmacies and more
• 5% Saving Funds (fondo de ahorro)
• Private Health Insurance (SGMM)