Customer Support Operations Specialist

hace 4 semanas


Mérida, Yucatán, México Boldr A tiempo completo

About Boldr


Boldr is a global B-Corp dedicated to delivering exceptional Client experiences while creating access to dignified, meaningful work in communities worldwide.


We are a global team united by our desire to connect diverse people with common values for boldr impact. With over a thousand team members across five countries, we're committed to growing our customer base and expanding our operations.



Job Summary

As a Customer Support Operations Specialist at Boldr, you'll play a crucial role in building and improving processes to drive customer satisfaction and success. You'll collaborate with our team to develop internal dashboards, define investigation protocols, and optimize our support function to scale with our growth.



Responsibilities


  • Resolve customer tickets with clear, concise, and empathetic communication, identifying and escalating high-priority issues to the relevant teams.
  • Investigate complex customer problems involving data integrity, data feeds, and machine learning to improve the customer experience and product.
  • Contribute to the development of debugging, triaging, and escalation protocols, including creating dashboards and repeatable queries for efficient SQL analysis.
  • Deeply understand customers' needs and how they differ from Partners, delighting customers and serving as the voice of the customer back to Boldr.


Requirements


  • Curious and authentic individuals who embody Boldr's core values.
  • Strong understanding of databases and SQL, with 2+ years of experience working with data stores and databases.
  • Exceptional communication skills, ability to articulate complex solutions to non-technical individuals.
  • Strategic and analytical skills, with a focus on execution and problem-solving capabilities.
  • Acute attention to detail, resourcefulness, and ability to identify patterns and trends in tickets.
  • Quick, decisive, and kind demeanor under pressure, with clear and concise writing skills.
  • BSc in IT/Computer Science or similar, preferred but not required.


Benefits


  • Competitive salary: $65,000 - $85,000 per year (dependent on location).
  • SSS, Pag-ibig, Philhealth, HMO on day one, 13th month pay, paid incentive leaves, personal time-offs (PTOs), and sick leave.


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