Customer Experience Agent

About Us

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Our Guadalajara, Mexico Team is growing and we're looking for experienced Customer Services Representatives to join our Helpware team.

Description

Our client is the leading marketplace for business service providers — our platform offers B2B companies

the opportunity to build a strong online presence and attract new clients through a well-curated profile

and in-depth reviews of their past projects or partnerships. The Customer Operations department is

responsible for supporting all service providers in navigating our platform and getting the most out of

their experience with our client.

Based on business needs, teammates in this role will either support our client's Customer Experience

team (focus on all customers) or the Customer Success team (focus on higher-paying customers)

across both teams, Customer Operations Agents will support a mix of internal and externally facing

activities including:

● External Support Tickets

● Paid Account Support

● Internal Ticketing Pipelines (Admin)

● Occasional Phone-Based Comms

Teammates' support for each of these tasks will shift from month to month based on business need —

Our client will provide targets and quality benchmarks to gauge performance across each of these

pipelines.

Our client is committed to creating an open and inclusive environment for our global staff. We prioritize

communication and connectedness throughout our organizational structure — teammates will have

access to open communication channels with key stakeholders in their department for daily needs and

support, as well as structured touch points every quarter, month, and week to share broad business

updates, hold discussions about core processes and provide coaching, and build relationships with

their managers and peers.

Additionally, teammates can expect an annual formal performance evaluation that assesses both the

efficiency and the quality of their performance in addition to their demonstration of our client's core

competencies — time management and organization, proactivity and tenacity, clear and open

communication, critical-thinking and problem-solving, and embodiment of our client values. Teammates

will have the opportunity for a merit-based salary increase as a result of their performance evaluation.

Responsibilities

Teammates in this role will have the following responsibilities:

External Support Tickets

● Navigate our client's CRM to manage incoming support requests and queries

● Resolve and respond to tickets following established processes, policies, and SLAs

● Escalate and source support from other departments as needed

Paid Account Support

● Address general support concerns through established ticket pipelines

● Provide additional guidance for paying customers on profile performance, billing, and other paid

options

● Work with Account Managers to provide high-touch support to select customers

Occasional Phone-Based Support

● Interview clients about their experience with a service provider over the phone — following a

script to guide the conversation

● Make direct calls to clients upon request with the intent of collecting their feedback for a review

Internal Ticketing Pipelines

● Complete admin-related tasks that help customers optimize and get more value out of their

our client profile

The list of responsibilities will grow and evolve to match business needs and priorities.

Requirements + Skills

Requirements

● 1-2 years of professional experience

● Advanced English skills (both spoken and written)

● Familiarity with the B2B industry

● Familiarity working within a CMS (Wordpress, Drupal, etc)

● Familiarity working within a CRM (Salesforce, HubSpot, etc)

● Basic online research skills

Skills

● Ability to follow instructions clearly

● Communicate with concision and clarity

● Interact friendly and processional over email and phone

● Time management and organizational skills

● Strong willingness to learn and develop new skills to meet evolving demands