Role Details
Type of Support: Omnichannel
Contract Duration: Permanent
Work type and Location: Remote
Expected start date: December 5, 2024 - January 5, 2024
About The Role
PartnerHero is looking for talented folks to join our Customer Support Team. We look for candidates who care about the details and are always looking to learn something new. You will provide an initial response to customers, send proper notifications, report any technical glitches, and escalate any privacy and safety issues. We have a range of opportunities available in different industries which include Edtech, eCommerce, Fintech, Health, Wellness, and More. Our interest is to match your unique skills, experience, and interests with our company and our partners. As a PartnerHero employee, you will have the opportunity to build your career with the support you need, no matter if you are breaking into the industry.
The reason you join won’t be the reason you stay.
You’ll Be...
- Providing excellent, friendly, and positive customer support via email, chat, and/or phone
- Helping customers solve problems with strong troubleshooting, reading comprehension, and problem-solving skills
- Analyzing recurring customer issues and creating insight reports to help our partners make their businesses better
- Savvy with web, computer, and smartphones
- Able to work independently and collaboratively
- Strong written and verbal communication skills
- Responding to customer inquiries with empathy and attentiveness
- Completing your tasks with less direction and making educated decisions about your work as needed.
- Following workflows independently and prioritize the tasks assigned to you based on urgency and importance.
- Provide class schedule and other details
- Reschedule/Re-assign/Cancel classes if the tutor is not available to take the class for the day
- Resend assessment link
- Send proper notification to tutors if their classes are canceled/rescheduled or if a new class is manually assigned to them
- Update tutor’s information:
- Phone number
- First and last name
- Grade level taught
- Subjects taught
- Availability
- Out-of-office days
- Assist tutor in troubleshooting Zoom sign-in issue
- Following internal escalation procedures as needed.
- Immediately report any technical glitch to the Tier 2 team or Team Lead
- Flag any critical feedback from parents and tutors and escalate to the Tier 2 team or Team Lead
- Immediately escalate any privacy and safety issues
What You Bring To The Table
- 1+ year of technical support experience: Preferably supporting customers via email, phone and chat.
- Advanced (C2) English Level; written and spoken
- Highly organized and detail-oriented individual who is capable of managing multiple tasks and priorities
- Excellent time management, procedural documentation skills, organizational skills, communication skills, and customer care skills
- Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations
- Ability to thrive in a dynamic and evolving environment – must be adaptable
- Strong conflict resolution skills
- Ability to properly understand and convey tone via spoken and written communications
- Creative problem-solving skills
What We Provide
- Hybrid workplace - depending on the partner, role, management, and/or personal workspace
- Overtime is available if applicable
- Competitive compensation based on experience
- 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
Why PartnerHero?
PartnerHero is a mission-driven company with a passion for helping good businesses succeed. We build teams that help companies scale in every facet of their business—from customer support to Software QA, content moderation, design, engineering, and more. We work with over 100+ tech-forward companies including Etsy, Udemy, Good Eggs, Grindr, and Loom. PartnerHero not only offers fair compensation and benefits, but a culture that values inclusion, belonging, and opportunities for professional growth.
How We’re Different
Historically, the outsourcing industry has valued profit over people and compensated for high turnover by underpaying employees. We want to change that. PartnerHero not only offers fair compensation and benefits but values inclusion, belonging, and opportunity.
Read more about our Core Values and story here.
PRIVACY NOTICE
PartnerHero is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.
To understand more about PartnerHero’s privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here.
