Customer Support Specialist

hace 3 semanas


Ciudad de México Multiplier A tiempo completo

We're at the forefront of one of the most exciting evolutions of our generation - remote staffing. No longer do employers have to hire according to geography, and no longer do employees have to worry about proximity to work and daily commutes. Today, companies can hire the best talent they can find, anywhere in the world. But they need digital solutions to help them streamline the process.

Welcome to Multiplier Our global employment platform empowers companies to hire people all across the world by managing the complexities of local compliance, labour contracts, payroll, benefits and taxes - all from one software system. It's a game changer

**What you will be doing**
- You will be a key part of Multiplier's newly established Global Support function, internally named the Multiplier Centre of Excellence (“CoE”)
- You will be responsible for answering and providing resolution to support queries to three key groups of stakeholders:

- Customer Success Managers (Internal)
- Clients (External)
- Members (External)
- You will liaise directly with end clients and members through Intercom (live chat function) and as part of a globally distributed team, provide real-time 24/5 support to clients and members
- You will also be responsible for assisting the Customer Success (CSM) team at Multiplier in helping to answer client queries. Such interaction will be managed through Zendesk and/or other similar ticketing solutions
- You will be expected to develop Subject Matter Expertise around Multiplier's business, especially around Payroll and Employment globally and over time be able to triage and answer client, member and CSM team queries independently with the assistance and support of your team
- You will contribute to collecting and compiling frequently asked questions to add to our internal FAQ documentation
- For queries where you are unable to independently provide answers, you will be responsible for liaising with the relevant internal teams at Multiplier (eg Finance, Infrastructure, Product, Operations, Payroll etc) to gather the appropriate answers to help resolve client and member queries
- You will empathise with every aspect of member and customers experience, putting member and client needs first, working with internal teams to ensure that SLA's anr response turn-around times are met and adhered to
- You will be the voice of our clients & members, partnering with cross-functional teams (such as Product, Engineering and Operations) to translate business needs and product requirements into new solution

**What you should have**
- 2+ years of relevant work experience in a customer-facing role. SaaS customer success, customer/member management
- Fluent in English, excellent written and verbal communication.
- A self-motivated, dedicated teammate with innovative ideas
- Strong interpersonal skills and experience quickly building customer relationships
- Ability to embrace the mindset of continuous improvement and actively contribute to the process and procedure of the team
- Creative problem solving under pressure when working through escalation/ issues
- Ability to multitask and successfully operate in a fast-paced, team environment
- Knowledge and experience in International Payroll, Human Resources and/or Employment would be very desirable



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