Written Customer Support Specialist - Latin America Contractor

Hearth Pro; México; A distancia; MXN 745,000 - 1,118,000; Jornada completa

Descripción de la vacante

A fast-growing tech startup is seeking a Written Customer Support Specialist for Latin America. This remote role demands exceptional customer obsession and communication skills. Responsibilities include managing support channels, resolving customer issues, and customizing the support experience. The ideal candidate will thrive in a fast-paced environment and have social media moderation experience. Join a mission-driven culture with unmatched opportunities for growth.

Servicios

Competitive pay

Learning and development opportunities

Formación

• Track record of going above and beyond for the customer.
• Desire to help our customers and be their advocate.
• Ability to customize the support experience.

Responsabilidades

• Monitor support channels and respond to inbound customer requests.
• Drive engagement and accountability through outreach.
• Resolve customer issues with empathy.

Conocimientos

Customer obsession

Social media moderation

Problem solving

Communication skills

Time management

Multi-tasking

Descripción del empleo

Written Customer Support Specialist - Latin America Contractor

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 email.
• Monitor social media channels and respond to any customer comments in those channels (e.g., Instagram, Facebook)
• Flag issues that need to be escalated and loop in Tier 2 support where needed
• 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
• Previous social media moderation experience required
• 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 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

• 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.