Customer Support Specialist (Remote - El Salvador)

If you love helping marketing teams reach their market, not only positioning but creating great content for social media managers, at Metricool, you will be able to do it with creativity and strategy freedom.

You can work 100% remotely in an international and fast-growth company where all the team members love to create, work in teams, analyze, and help social media managers make their work easier.

Your mission is to support the users on their road with us, providing them with solutions and resources, to understand how our tools work, and how to function with social media.

In this position, you will be able to have a wonderful contribution and impact in different areas:

As a Customer Support Specialist,

• Provide a unique experience to our users by providing excellence in our chat.

• Client accompaniment and resolution of doubts and questions related to our platform.

• Introduction to our users about the benefits that the platform can offer them in their day to day.

• Provide the users with our plans, and which one suits them better for their scenario.

• Collect customer feedback for service improvements and proactivity when suggesting improvements and changes to the platform.

• Provide support and assistance internally, managing incident requests and requests from other departments.

• Collaborate with the other team members to create and update support for other enterprise tools for our internal and customer usage.

As a Team Member,

• Build strong internal relationships with your team, to align customer inquiries.

• Work closely with your team to understand objectives and unblock situations.

• Collaborate with other areas to brainstorm and develop a variety of materials.

Long story, short: How will be your first days in Metricool?

• First month: For the first few weeks, we will ensure you understand your impact on the team and the business and learn about the team, the industry, and processes. You will meet every contributor on your team and understand their areas of expertise.

• First Quarter: Within the first three months, you will understand your team better, work autonomously, and begin sharing new ideas and creating a more significant impact.

• To the moon: After this process, you will become an active team member. You will also understand how to reach objectives and set your strategies based on the company's goals.

Job requirements. You’ll be successful on your mission if you have:

• The candidate must be located in El Salvador.

• Experience: Previous experience in Customer Support or a similar position related to customer service.

• Education: Ideally, Degree in Digital Marketing or a similar field.

• Languages: Advanced level in English, Spanish and French.

• Hard skills:

• Digital marketing knowledge is a plus.

• Soft skills:

• Focus on the user through active listening, empathy and patience.

• Effective communication skills to transmit information in a clear, concise and appropriate manner.

• High capacity for self-management and resolution of incidents.

• High capacity for organization, time management and ability to multitask.

• Ability to work collaboratively with your team and other areas.

What we offer:

• Remote Work Environment: Team members have the flexibility to work from any location of their choice. All processes are designed to accommodate remote work, fostering inclusivity and communication through platforms like Slack or Meets. The company provides all the necessary tools for you to create your workspace.

• Annual Meetups: Once a year, we organize gatherings to bring the team together, fostering camaraderie and mutual understanding.

• Competitive Salary: We are actively working to align our budgets with market standards, offering highly competitive salary packages.

• Professional Development Plan: Recognizing the desire for personal growth, we provide guidance and support to our team members on their professional journey.

• Language Lessons: As an international company with team members fluent in English, Spanish, French, or German, we believe in breaking barriers through language learning.

• Wellbeing plan: We believe personal wellbeing is essential to succeed at work, that is why we offer a wellness platform with professional support, as well as different wellness programs, training and events.

What are the steps of the hiring process?

• First interview (30 minutes) with Sofía, People & Culture Specialist, to know each other, know more about the company and our culture, the position and the team, and if your background and aspirations fit the profile.

• Second interview (1 hour) with Bea, our EMEA Customer Experience Team Lead and Carolina, our Americas Customer Experience Team Lead, to verify the fit with the company.

• Final language test to prove your current French level.

If you are excited about the things that you just read, don't hesitate to apply for the job position!