German & English Gaming Customer Support Specialist

PartnerHero; Capetown (CA); Remote; USD 40,000 - 60,000; Full time

Job summary

A leading company is seeking a dynamic Community Support professional to provide exceptional service to customers of an American B2B SaaS company. This remote role requires high proficiency in English and the ability to thrive in a fast-paced environment. You'll engage with customers across various channels, troubleshoot issues, and contribute to customer loyalty. The company values collaboration, empathy, and growth, offering flexible working arrangements and competitive benefits.

Benefits

Flexible working arrangements

Generous paid vacation

Medical, dental, and vision benefits

Competitive retirement benefits

Access to fitness workouts

Sabbatical leave

Training opportunities

1-on-1 coaching

Qualifications

• High proficiency in written English (C2).
• Ability to work in a fast-paced environment.

Responsibilities

• Act as an extension of the partner; embody their brand.
• Investigate user issues and gather customer insights.
• Respond to customer reviews on app stores.

Skills

Collaboration

Problem Solving

Empathy

Tools

Zendesk

Job description

Role Details

Type of Support : Omnichannel (Email, chat, phone, social media)

Contract Duration : Full Time

Work Schedule : To be Discussed

Work Type and Location : Remote, South Africa

Language : English (C2) and German (C2)

Expected Start Date : August 8, 2024

About Us

A little about us. We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.

We are recognized as a Most Loved Workplace, and we think it’s because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day-to-day, and thrive.

The Role

Do you like helping others? PartnerHero is looking for talented folks to join our Customer Support teams. We have a range of opportunities available for people who have built a career in the customer support space and those looking to break into the industry. We are interested in matching your unique skills, experience, and interests with one of our many Partners across a variety of industries including Edtech, eCommerce, Fintech, Health and Wellness, and more. As a PartnerHero employee, you’ll have the support you need to develop and grow your career.

We’re currently looking for a dynamic, well-versed Community Support professional with excellent English skills to provide outstanding support to the customers of an American B2B SaaS company.

Our Community Support team members are experts in all areas of support and community engagement. They thrive in dynamic and flexible environments, take ownership of our partners’ brand, product, and opportunities, and use their creative problem-solving abilities to go above and beyond expectations.

What You’ll Do :

• Act as a passionate, enthusiastic extension of the partner; embody their brand to quickly build a connection with customers
• Monitor, triage, and engage with customers on key app distribution channels including Apple App Store, Google Play Store, and Trustpilot
• Respond to both positive and negative reviews on online stores (App Store and Play Store) using predefined macros and freehand responses
• Investigate reported user issues and find user accounts in CRM (Zendesk) for issue identification
• Gather valuable customer insights and share findings on ongoing issues with the team to improve feedback loops and foster customer loyalty
• Stay current with product and platform changes and educate customers on how these can benefit them professionally

What We Expect From You :

• High proficiency in written English (C2)
• An effective collaborator, supportive of team success
• Ability to troubleshoot problems, find answers to customer issues, and articulate solutions clearly in writing
• Ability to work in a fast-paced environment, learn quickly, and adapt to product changes
• Highly empathetic

What You’ll Get In Return :

• Flexible working arrangements (US Only)
• Hybrid working arrangements (all other countries)
• Competitive base salary
• Generous paid vacation
• Attractive benefits including medical, dental, and vision, applicable per country of residence for full-time employees
• Competitive retirement benefits (US only)
• Access to free posture-based fitness workouts from home
• Sabbatical leave
• Training opportunities from PartnerHero and external providers
• 1-on-1 coaching, feedback sessions, mentorship, and cross-functional development opportunities

Company Culture Is At Our Core

Our core values guide our actions and shape our culture:

• Care for others - Cooperate, empathize, and prioritize each other
• Embrace growth - Take calculated risks, develop skills, and stay open to change
• Manifest trust - Earn and maintain trust through commitments
• Take ownership - Act with integrity and responsibility
• Be humble - Seek guidance, accept feedback, ask questions, and listen

PartnerHero values diversity, inclusion, equity, and belonging. We are committed to equal employment opportunities and reasonable accommodations for individuals with disabilities. If you need assistance or accommodations during the application process, please contact us.

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