[Hiring] Customer Success Associate @Mode Mobile

Role Description

We are looking for an outgoing Customer Service Associate to assist our customers with product/app/offers related inquiries in a swift, proficient, and friendly manner. The Customer Service Associate will be instrumental in customer retention by addressing their concerns and issues via email, chat, and social media, with a professional, positive approach. To ensure success in this position you will have the ability to maintain a sound knowledge of the product, app, and offers and be an effective communicator.

• Provide highest-level, personalized support to customers, responding to and resolving issues promptly and appropriately
• Attend training sessions to grow and maintain knowledge of products, services, offers, policies, and to develop customer service skills
• Identify customer needs, help customers find solutions to their unique scenarios
• Resolve email, chat, and social media customer inquiries
• Forward and escalate inquiries to relevant individuals and departments
• Update customer information as required
• Document customer interactions when necessary, compile documents and forward information to interested parties
• Establish and maintain good rapport with customers by using positive language and anticipating their needs
• Recommend new products, services or offers to the customers by identifying relevant features and benefits
• Gather insights from customer inquiries and use them to work with superiors to improve customer support and customer satisfaction processes
• Maintain confidentiality of information
• Perform other duties as the need arises

Qualifications

• You have 2+ years of customer service experience, preferably in a related field.
• You have outstanding communication skills, both verbal and written.
• You are fluent in English, Spanish is a plus.
• You have a strong working knowledge of G suite Products (Google Docs, Sheets, etc.).
• Experience with Customer Service Platforms like Zendesk.
• You have strong people skills, you are motivated to help people.
• You focus on solutions instead of problems.
• You are a team player, willing to jump in where and when needed.

Requirements

• Alignment with our core values:
• Accountable : You take ownership of your responsibilities, demonstrating trustworthiness and self-discipline.
• Action-driven : Identify what is most important, agree on scope, execute in a timely manner, and drive the greatest impact.
• Caring : You genuinely care about yourself and others, our business and craft, our mission and vision.
• Curious : You focus on the ‘why,’ learn and expand your knowledge, explore new ideas, and generally make things better.
• Thorough : Your work is thoughtful, impactful, timely, accurate, and complete.

Benefits

• We are a 100% remote-first, global company.
• A competitive compensation package.
• We offer generous perks & benefits to team members.
• Participation in the Company's equity plan (for full-time team members).
• We provide individual bonuses in accordance with our Company Bonus Program.
• Work with energetic, passionate, and results-driven people.
• Celebrate team members' personal and work milestones.
• Remote social activities, including virtual coffee buddies.
• Bonusly - We use Bonusly as a way to recognize and reward team members for their hard work and commitment.
• Weekly Wednesday Get Stuff Done Days (No Meetings).
• Open PTO, generous Company Holidays, and Wellness Days (for full-time team members).