Temporary Backoffice Support Specialist II

Role Details

Type of Support: Emails via tickets, chats, and SMS

Contract Duration: 7 weeks

Position Type: Temporary

Work Schedule: Pending to be Discussed 8:00 AM - 5:00 PM CST (Subject to daylight savings) might have weekend coverage

Training Schedule: Pending to be Discussed 8:00 AM - 5:00 PM CST, 3-4 weeks training

Work Type and Location: Hybrid - San Pedro Sula or Tegucigalpa

Expected Start Date: July 31st, 2024

Potential Last Day: September 16th, 2024

About Us

A little about us. We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.

We are recognized as a Most Loved Workplace, and we think it’s because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day-to-day, and thrive.

The Role

PartnerHero is looking for talented folks to join our Customer Support teams. Smalls is a human-grade fresh cat food delivered straight to your door. Smalls 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.

What You’ll Do:

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 introducing them to new or different products to maximize their Smalls 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:

At least 6 months of previous experience in a similar role

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:

Flexible working arrangements (US Only)

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

Competitive retirement benefits (US only)

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

Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

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 .