Customer Support Specialist, Spanish Language Requirement

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November 1

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Indiegraf

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We’re on a mission to make news entrepreneurship a great career and life choice for journalists everywhere.

11 - 50 employees

💰 Seed Round on 2024-09

📋 Description

• Act as the first point of contact for publishers, delivering prompt and satisfying technical and non-technical resolutions via a ticketing system. • Prioritize incoming support requests effectively, ensuring rapid turnaround times and escalating complex issues to the relevant internal teams for rapid resolution. • Implement data-driven strategies for improving customer satisfaction and retention while maximizing resolution efficiency. • Guide publishers through onboarding, training, and troubleshooting Indiegraf's technologies and services. • Maintain deep and current knowledge of all product updates and changes to ensure effective and accurate customer support and training. • Design, build, and maintain a comprehensive knowledge base to empower publishers with self-service resources and drive customer experience improvements. • Proactively gather and synthesize publisher feedback to influence product development and facilitate continuous improvement in our offerings. • Serve as the primary liaison between publishers and cross-functional teams (e.g., Product, Engineering, Sales), representing publisher needs and managing expectations on both sides.

🎯 Requirements

• Native or near-native fluency (written and verbal) in both English and Spanish is required. • Prior experience (2+ years suggested) in a Customer Service, Support role with experience helping both individuals and groups to navigate technical issues. • Strong technical aptitude with a proven capacity to troubleshoot, debug, and communicate complex technical matters clearly to non-technical audiences. • Exceptional problem-solving skills and an ability to navigate challenging situations with a calm, resolution-focused approach. • Highly organized, detail-oriented, and process-driven to manage a high volume of requests efficiently. • Proficiency with Customer Support/Ticketing systems (e.g., HubSpot, Intercom).

🏖️ Benefits

• Health and dental benefits after three months • Participation in Employee Stock Option Plan after three months • Flexible vacation and paid sick day policies • Professional development and advancement opportunities • Commitment to an equitable, collaborative and connected work environment that nurtures our team’s well-being