Customer Success and Support Specialist

Are you ready to build something meaningful?**-**_ Take flight at Birdman_**

**The Company**: Birdman is the leading plant-based supplements and food company in Mexico. At Birdman we strive to facilitate the transition towards healthier, more sustainable, and cruelty-free food consumption habits through delicious and nutritious plant-based products that customers love. The global plant-based revolution is just starting and will continue to accelerate in the coming years. We need the best talent to help us deliver on our promise, increase our reach, and maximize our impact on the planet and people's lives. We have been growing at rates higher than 100% YoY for 7 years consecutively and expect that trend to continue by opening more business lines as well as expanding to more than 8 countries in the coming years. **_Come build the next Mexican Unicorn with US and contribute building a better Planet_**

**The Role**:As Birdman's Customer Success Specialist you will be responsible for providing ongoing support to our customers and network with them to ultimately keep them happy and proud members of our community. As a Customer Success Specialist you will be supporting customers through their entire customer cycle, building close relationships with them and solving their queries, recommending solutions and guiding product users through features and functionalities. You will become an expert in Birdman's value proposition to help the customers really get what we and the products are about and will be responsible for conducting communications in a manner that is reflective of Birdman's mission and values. Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

**Responsibilities**:

- Supporting our customers through their licefycle, resolving queries, guiding them through our products and, ultimately keeping them happy.
- Build sustainable relationships and trust with customer through open and interactive communication.
- Provide support and guidance to customers on the use of the company's products and services.
- Identify customer needs and help customers use specific products.
- Monitor customer complaints on social media and reach out to provide assistance.
- Review customer complaints and concerns and seek to improve the customer experience.
- Take the extra mile to engage customers.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Collaborate with other departments, such as marketing and sales, to promote and support customer education efforts.
- Measure and report on the success of customer success programs.
- Follow up with customers to ensure their technical issues are resolved.
- Gather customer feedback and share with our Product, Sales and Marketing teams

**Requirements**:
**Basic Requirements**
- Bacherlor's Degree.
- Proven work experience as a Customer Success Specialist or a similar role.
- Experience working with help-desk software, CRMs and or remote support tools.
- Exceptional interpersonal sklills: ability to communicate and foster positive business relationships.
- Experience working with brand image and promoting value through customer experience.
- Professional fluency in Spanish and English: both oral and written.
- Excellent communication and problem-solving skills.
- Multi-tasking abilities.
- Patience when handling tough cases.

**Desired Qualifications**:

- Familiarity and alignment with Birdman's products and the plabt-based and fitness lifestyle.
- Backgroung in FMCG.
- Experience tracking customer success KPIs.
- Experience working with Gorgias.
- Experience developing and implementong customer success programms and tools.
- Technical or scientific background with knowledge of nutrition, biochemistry and health.

**Benefits**

Birdman Highlights:

- An inclusive and collaborative environment where all ideas are welcome, iteration is encouraged, and the best ideas are adopted.
- Competitive compensation + variable incentives.
- Generous time off to take time away from work and recharge.