Senior Front-Line Support Specialist

About Us

HelloConnect

HelloConnect is a subsidiary of HelloFresh, founded to address years of challenges faced in its own customer care. Leveraging our extensive experience in developing customer care tailored to the immediate needs of HelloFresh, our solutions are hyper-focused on serving high-growth companies. Located in Manila, Philippines, we are now making this service available to other companies to benefit from our experience, scale, cost savings, and service level improvements.

HelloFresh

HelloFresh is a global leader in delivering delicious meal kits and grocery boxes straight to customers' doorsteps. We are dedicated to providing high-quality, convenient, and sustainable meal solutions that inspire people to cook and eat healthy at home. Our commitment to innovation and customer satisfaction drives our ongoing success.

Job Description

As a HelloConnect Senior Front-Line Support Specialist, you will play a pivotal role in ensuring users receive exceptional support across the lifecycle of HelloConnect tools and systems. Your primary focus will be on addressing user needs through a combination of real-time support, educational initiatives, and proactive tool-specific training. You’ll collaborate with cross-functional teams to create robust self-service content, facilitate ongoing training sessions, and provide timely responses to user queries. By doing so, you’ll empower users, improve tool adoption, and strengthen feedback loops for product improvements. This role requires a deep understanding of user needs, troubleshooting expertise, and a proactive approach to developing educational resources and in-tool support solutions.

2. Responsibilities and duties

• Manage User Inquiries: Serve as the first point of contact for user inquiries, providing preliminary troubleshooting and solutions for usage-based and instructional issues. Escalate more complex cases to Product Managers or other stakeholders as necessary.

• Develop Educational Content:

  • Create and maintain tool-specific onboarding modules, including detailed manuals, recorded lessons, and live training sessions, with a focus on high-volume tools.

  • Design and deliver monthly training sessions to ensure users are confident with the tools and aware of new features, best practices, and efficiency tips.

• Collaborate Across Teams: Partner with Product Managers, UX Designers, and other stakeholders to enhance tools based on real-time user feedback and support data.

• Improve Self-Service Capabilities: Drive the creation of comprehensive self-service support systems, empowering users to find answers independently through intuitive resources and training content.

• Analyze and Optimize Support Processes: Gather data on user support interactions to identify patterns and areas for improvement, ensuring scalable and efficient processes.

3. Skills and preferred qualifications

• 3+ years in a support or educational role, preferably in a technology or enterprise tools context.

• Proven experience in creating engaging and effective educational content, including training materials and in-tool support solutions.

• Strong troubleshooting and problem-solving skills, with the ability to handle diverse user inquiries effectively.

• Excellent communication and collaboration skills, with the ability to build relationships across teams and influence improvements based on user needs.

• Proficiency with tools like Figma, Google Suite, or similar for creating content and coordinating support initiatives.

• A passion for empowering users and improving their experience through proactive support and education.

At HelloConnect, you'll join an organization that values innovation and leverages cutting-edge technology to transform customer experiences. With a collaborative culture, continuous learning opportunities, and a customer-centric focus, you'll contribute to impactful projects that drive business success. Upholding ethical standards and promoting diversity and inclusion, HelloConnect fosters a positive work environment. Your well-being is prioritized through comprehensive benefits and perks. Join us to shape the future of digital experiences and make a difference in the lives of our clients and their customers.

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