LATAM Customer Service Representative - 17564580467
Support Shepherd, Colombia
Job Description
Please submit your Updated CVs only in English
Exclusive for LATAM candidates
Position: Customer Service Representative
Working Hours: Monday-Friday 9am-6p Pacific Standard Time
Salary Range: $2,800-$3,500 USD/Per month | Bi-weekly salary
Type of contract: Independent Contractor.
Support Shepherd, a headhunter agency for finding top overseas talent for our clients, is seeking a highly organized and detail-oriented Customer Service Representative to join our Client's team.
Duties and responsibilities:
Help answer and resolve customer problems:
- Clear, concise and playful email and chat responses that demonstrate high EQ
- Record videos, take screenshots, make images to show customers how to do something
- Billing: Refunds, discounts, referral credits
- Trial and subscription: Trial extension, pause subscription
- Membership concierge: Help with scheduling, cancellations, upgrades, and downgrades
- Product education: Assist with using various features and solve writing problems
- Technical troubleshooting: Identify and suggest workarounds for bugs
- Help manage our Discord and social media presence
Triage issues and identify patterns:
- Escalate urgent issues to the team.
- Establish patterns and report on them.
- Follow up with customers for clarification on root causes and motivations.
- File clear, detailed tickets of issues to the team.
- Investigate and verify root causes.
- Design workarounds and improvements to prevent problems from happening.
- In addition to the above, we will provide lots of room and responsibilities to grow along with training to help you succeed.
We don’t expect you to be able to perform all of these right away, but we are looking for someone eager to grow to be able to do all of these and more.
Requirements
- Very strong English skills: Reading comprehension, casual writing, formal writing, casual speaking, formal speaking. Our customers are writers, so it’s critical that your English writing skills are impeccable.
- At least one year experience in email customer support for a software product (ideally B2C).
- Fiction-writing experience in order to be able to answer writing-related questions from authors.
- Fast and willing learner.
- Very high attention to detail.
- Proficiency in digital tools (Tech-savvy).
- Demonstrated history of continuous personal improvement.
Nice to have, but not required:
- English/Creative Writing major
- Familiarity with these tools: Front.com, Notion, Linear.app, Stripe, Loom, Luma, Customer.io, Slack, Discord, Google Docs, Google Sheets.