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Customer Support

Employment Type: Remote job
Location: Colombia

What we’re looking for

At Ideaware, we are looking for a solid Customer Service Agent – Consumer App Support. You will be responsible for managing customer relationships alongside our customer service team and being a problem solver, meeting the growing demands across various markets.

Responsibilities

  • Work with a group of support agents, overseas and domestic, acting as an escalation point and knowledge resource.
  • Partner with engineers, data scientists, analysts, vendors, and businesses to ideate, prioritize and deliver outstanding customer solutions.
  • Ensure that our products are delivering and exceeding the established margin guidelines.
  • Work with the product team to ensure that customer feedback trends are escalated and dealt with effectively.
  • Coordinate within your team and among other teams to ensure understanding of and alignment around projects.
  • Develop an understanding of our users and their interaction with our products through in-depth user interaction.

Qualifications

  • Experience: 4+ years of customer service management experience delivering highly successful and innovative products that have operated at scale.
  • Leadership Experience: Demonstrable experience at setting and delivering on a strategy you crafted, working with multiple stakeholders while being accountable for outcomes.
  • Data chops: You find a way to get the data you need and whip it into an insightful story with no help. You know how to use this data to make decisions without getting stuck in analysis paralysis. Experience with Salesforce, SQL, and Tableau preferred.
  • Technical chops: you have collaborated with engineers and product teams and have a working knowledge of mobile platforms.
  • Excellent conversational and written English skills.

Perks & Benefits

🏠  Home Office.
🖥  Work from home setup.
🌎  Internet Bonus.
🇺🇸  English Classes.
👬  Employee Referral Bonus.
🚀  Code and Tell: weekly event to share and learn knowledge with the team!.
🕹  Virtual team building activities & challenges.
🎉  Afternoon off on your and your child’s birthdays.
🏦  Competitive Salaries.
👨🏽‍💻  Constant career growth opportunities.
😉  Seniority Perks.
💥  Above all, a calm work environment with amazing culture!.

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© 2021 Ideaware Co. With ❤️ from Barranquilla, Colombia.