Phone Customer Support Specialist - Latin America Contractor

Voiceflow; México; A distancia; USD 50,000 - 70,000; Jornada completa

Descripción de la vacante

A growing tech startup is seeking a Customer Engagement Specialist to help guide small business owners and enhance customer satisfaction. This remote role focuses on monitoring customer support, implementing software solutions, and driving engagement while adhering to the company's core values. Ideal candidates will possess exceptional communication skills and a strong desire to advocate for customers.

Servicios

Mission-driven, values-based culture

Competitive pay

Opportunities to learn and develop

Formación

• Customer-centric with a passion for helping clients succeed.
• Ability to thrive in a fast-paced environment.
• Strong time-management skills needed.

Responsabilidades

• Monitor support channels and respond to customer requests.
• Implement software solutions in customer operations.
• Drive engagement and accountability through outreach.
• Resolve customer issues with empathy and efficiency.

Conocimientos

Customer-obsessed

Impeccable attention to detail

Results oriented

Skilled problem solver

Excellent communication skills

Strong multi-tasking skills

Self-starter

Highly coachable

Herramientas

Salesforce.com

Descripción del empleo

About Hearth

Hearth is on a mission to empower America's small business professionals to build growing, profitable companies. In a $600B/year fragmented market where 50-80% of home services companies fail within five years, we're building the essential operational financial infrastructure to power the next generation of small businesses.

Current Metrics:

• $26M Annual Recurring Revenue (ARR)
• 30%+ Year-over-Year Growth
• 12,000+ Contractors Served
• $4B+ Annual Transaction Volume

The Opportunity

We’ve learned that our technology helps contractors grow faster, but when paired with strategic guidance, contractors win even bigger. Your role will be to partner with small business owners and guide them with an obsessive focus on results.

Home improvement contractors are often taken advantage of by marketers and big banks, and while excellent craftspeople, often welcome help with business operations, strategy, and accountability.

As such, your focus will be to identify opportunities and help implement Hearth’s software within customers' operations, which includes training, accountability, and problem-solving, while serving as a trusted advisor.

You will join a team of high-performing, data-driven Customer Engagement Specialists who are creative, driven, and highly collaborative. As we are a young startup, you will be expected to drive the development and improvement of our team.

What You’ll Do:

• Monitor support channels and quickly respond to inbound customer requests via phone
• Implement Hearth’s platform and product solutions into the business operations of our customers
• Drive engagement, activity, and accountability through meaningful outreach
• Share valuable customer feedback and ideas with internal product and engineering teams to make our product everything our customers need and more.
• Resolve customer issues, questions, or concerns quickly and with empathy.
• Identify, troubleshoot and escalate issues pertaining to customer education and product functionality.
• Compose thoughtful and accurate messages to customers and create prepared responses to customer emails and texts.
• Manage and control numerous concurrent tasks in tandem.

Who You Are:

• Customer-obsessed with a track record of going above and beyond for the customer
• Impeccable attention to detail
• Desire to help our customers and be their advocate
• Ability to customize the support experience to the needs of individual customers
• You are highly results oriented. You focus on outcomes and do whatever’s needed to get there.
• You are a skilled problem solver.
• You have impeccable written and verbal communication skills.
• You have are reliable and have excellent time-management
• You are a strong team player and self-starter.
• You have strong multi-tasking skills
• You are highly coachable
• Ability to thrive in a fast-paced environment
• Ideal: past experience with Salesforce.com
• Ideal: past experience in home improvement.
• Ideal: past experience with lending/credit
• Ideal: experience in SaaS customer service or sales

Our Core Values

• Truth. We value honesty and data. We seek to understand what is reality, so we can effectively respond to it.
• Slope. Rate of change over time. We hire and reward based on a team member’s potential, capacity, and growth-mindset, rather than a fancy resume.
• Mutual Benefit. The best outcomes happen when everyone wins - customers, team members, and the company. We seek to understand each other’s aspirations and create alignment to get there.
• Competitive Greatness. We desire an opportunity and environment from which to pull the greatest versions of ourselves out into the world, rather than just a “job”.

Location

This a remote role based in Latin America

Benefits

• Mission-driven, values-based culture.
• Competitive pay.
• Unmatched opportunities to learn and develop; front-row seat at a fast-growing tech startup

More About Us
Hearth embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status. We consider employment for qualified applicants with arrest and conviction records.