Customer Support Specialist, L1 - Sao Paulo, Brasil - AppFollow
há 1 semana
Descrição
AppFollow is an App review management and App Store Optimization (ASO) platform.Our primary goal is to simplify the everyday routines of app developers, product managers, marketing teams, customer support, etc.
AppFollow helps you gather and manage your apps and games data, increase app average rating, improve app store rankings, and app user loyalty.
About the Support team
The AppFollow Support team delivers solutions, troubleshoots issues, and provides an over-and-above positive experience for customers all over the world.
As a team who works directly with our community, you'll be collecting and sharing user suggestions, as well as pain points, directly with the rest of the company.
We're looking for someone with experience in customer support and an excellent track record for creating a positive customer experience to help our growing Customer Support team
This role is 100% remote with 6-7 hours shifts range per day and the ability to work between hours per month depending on the needs of the team.
Responsibilities include but are not limited to
- Provide accurate, valid and complete information by using internal and external knowledge base
- Identify customer needs and help customers use specific features
- Identify cases that need to be escalated and escalate effectively
- Take the extra mile to engage customers
- Inform customers about new features and functionalities
- Share feature requests and effective workarounds with team members
- Provide feedback on the efficiency of the customer service process
- Attend daily and weekly team meetings to identify, discuss, and solve any ongoing projects, process improvement ideas, product features, etc.
- Update our external and internal databases with information about technical issues and useful discussions with customers
- Collaborate with other departments including Product, Sales, Customer Success, Legal and Marketing
- 23 year B2B customer support experience as a Customer Support Specialist or similar CS role
- Experience at working with clients from different countries is mandatory
- Natural at problemsolving with a huge range of customers using a complex product, it's a crucial part of the job
- Fluent English
- Customer orientation and ability to adapt/respond to different types of characters
- Data and technology driven, and able to learn new product features and systems in a fast paced environment
- Ability to multitask and prioritize, manage time effectively and with little or no supervision
- Success stories of solving difficult operational and technical problems of clients (the best example would be an Enterprise level company, even better if it is also in SaaS)
- Fulltime remote job. Though you're always welcome to spend time with us in our office in Helsinki
- Paid Vacation and Sick leaves. Take the time you need to stay motivated, charged, and balanced. By prior agreement, you can have days off for special occasions
- Generous social benefits package including health insurance, home office moderation bonus, and many more
- Stock options bonus according to the employee stock ownership plan
- Paid Corporate Meetups. We get together with the whole company twice a year at various locations to work and spend time together offline. Also, we have offline team meetings at least twice a year. We bear all the travel costs for your accommodation, flights, lodging, and other business travel expenses
- We are also passionate about professional development and always invest in education for our team members
- You'll have executivelevel visibility into how the company is run and performing. We are always ready to provide dedicated support and fasttrack your onboarding, including giving you the tools you need to be successful.
We're a team of open-minded and friendly high-skilled professionals, that enjoy creating a great product, growing together, and supporting each other.
AppFollow focuses on representation, fairness, and equal opportunities for all genders, gender identities, ethnicities, nationalities, sexual orientations, religions, disabilities, and ages.
We aim to establish and maintain a welcoming and supportive workplace that offers equal growth and development opportunities for all team members across the company.
AppFollow isa multicultural company with people from around the globe with different cultures and backgrounds. We expect every team member to be understanding of our differences, respectful, friendly and open.
Integrity is essential to creating a welcoming workplace for all, protecting our reputation for each other and for the future of the company.
We expect every single team member to commit to the AppFollow culture. We believe in respect, taking care of one another, trust, collaboration and kindness.Ability t
