SMS And Emails - Customer Support Specialist II

Customer Support Role

PartnerHero is looking for talented folks to join our Customer Support teams. The partner is a human-grade fresh cat food delivered straight to your door. It is gently cooked to preserve all of the nutrients and moisture that cats need. You will provide support via text messages and email (high volume) making sure to meet productivity goals while prioritizing the customer experience.

The Role

• Act as the primary touchpoint for all of our prospective and existing customers and as the voice of the brand
• Answer questions through email, SMS & live chat about our products
• Help pet owners adjust to the new food, gather customer feedback through phone calls, and help turn our hodge-podge of cat lovers into a cohesive community
• Proactively identify potential customer needs and introduce them to new or different products to maximize their experience
• Work with our tech team to identify user experience issues and communicate solutions with the customer effectively
• Think creatively about optimizing the customer experience
• Juggle multiple communication platforms (Email, SMS, Phones & Live chat)
• Provide excellent, friendly, and positive customer service via email, chat, and/or phone
• Help customers solve problems with strong troubleshooting, reading comprehension, and problem-solving skills
• Analyze recurring customer issues and creating insight reports to help our Partners make their businesses better
• Savvy with web, computer, and smartphones
• Work independently and collaboratively

What We Expect From You

• You have impeccable verbal and written communication skills
• Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations
• Ability to thrive in a dynamic and evolving environment - must be adaptable
• Metrics-driven and proven ability to handle a high volume of customer interactions
• Strong conflict resolution skills and even temperament in challenging situations
• You're sincere, empathetic, energetic, and adaptable
• You're a team player who's always looking for ways to help out
• Availability outside of the standard "9-5" (40 hours a week, including weekends and holidays)
• You're looking for a fun position "chatting cat" with a rapidly growing customer base
• You have previous experience in customer support at a start-up
• You've worked with any of the following platforms: Zendesk, Kustomer, Shopify, Recharge, or Stripe
• Huge plus if: You have a sense of humor and a stash of cat memes

What You'll Get In Return

• Hybrid working arrangements (all other countries)
• Competitive Base Salary
• Generous paid vacation
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Access to free posture-based fitness workouts from home paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture Is At Our Core

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact careers@partnerhero.com.