About the Role:
Are you passionate about driving customer success? Addicted to solving problems? So are we. We are looking for a customer-driven problem solver at Sezzle. With a fun, genuine, and empathetic voice, you will be troubleshooting and writing clear and concise instructions to solve questions about utilizing Sezzle. You have excellent written and verbal communication skills. You are dependable, resourceful, and get joy from going beyond to make customers successful.
Responsibilities:
- Provide clear, prompt, detailed, empathetic, and customer-oriented support to our consumers
- Showcase passion and connection with the nooks and crannies product
- Assist customers to resolve basic to complex inquiries via email, live chat, and phone call
- Build a network of support and trust with our awesome customer support team!
- Work with customers to understand how they use Sezzle services, and provide valuable feedback to Product and Development teams
- Act as an advocate for our customers, report and act on observed areas for improvement in our product or processes
- Actively seek solutions to customer needs, communicate trends to leadership, and suggest innovative solutions on behalf of the customer - experience
Ideal Experience & Skills:
- Excellent communication and interpersonal skills
- Fluent in written and spoken English
- Proven success in a fast-paced support environment
- Exceptional verbal and written communication skills to provide clear, articulate and kind customer support in technical instructions via phone support, email, and live chat
- Able to efficiently manage multiple tasks at the same time and utilize personal judgment to take initiative
- Driven to dig into the details of a system or process to solve customer problems
- Displays a passion for what you do while upholding personal and corporate integrity
- Excitement to learn new technologies and help customers succeed
- 3+ years of customer support experience
- Email, phone and/or live chat experience dealing with complex issues, troubleshooting, and problem resolution, preferably with software
- Fluent in written and spoken English and Spanish (a third language is a pre)
- Bachelor’s degree or an equivalent combination of education and experience
- Zendesk, LiveAgent or Jira experience is a plus
Work Conditions:
- Remote, work-from-home
- Must work from Bogotá, Colombia, can't work outside of the country.
- 3-4 training weeks
- Full availability first 2 months, no vacations could be approved in this period
- Fixed shift, based in Central Standard Time
- Competitive salary, bonus structure
About You:
- You have relentlessly high standards - many people may think your standards are unreasonably high. You are continually raising the bar and driving those around you to deliver great results. You make sure that defects do not get sent down the line and that problems are fixed so they stay fixed.
- You’re not bound by convention - your success—and much of the fun—lies in developing new ways to do things
- You need action - speed matters in business. Many decisions and actions are reversible and do not need extensive study. We value calculated risk-taking.
- You earn trust - you listen attentively, speak candidly, and treat others respectfully.
- You have backbone; disagree, then commit - you can respectfully challenge decisions when you disagree, even when doing so is uncomfortable or exhausting. You have conviction and are tenacious. You do not compromise for the sake of social cohesion. Once a decision is determined, you commit wholly.
- You deliver results - you focus on the key inputs and deliver them with the right quality and in a timely fashion. Despite setbacks, you rise to the occasion and never settle.