Customer Support Specialist, Odin

• You're Detail-Oriented. Your ability to pay meticulous attention to small details is what sets you apart. You genuinely cares about the details, and can suggest improvements to templates and documents with an eye for precision
• You're a Brilliant Communicator. Whether in written or verbal form, you understand the importance of effective, and clear communication in all aspects of the role. You understand the sensitivity that customers face, and have the ability to communicate empathetically and work on improvements to enhance customer communication
• You have a customer-centric focus. Your genuine care for the customer is evident in your approach, making it a point to understand their needs, concerns, and expectations. Your dedication to customer satisfaction goes beyond tasks; it's a commitment to ensuring a positive and fulfilling experience for every customer interaction
• You're Adaptable and a Fast Learner. Your capacity to adapt to new processes, regulations, and tools with the right coaching is essential
• You have at least 1-2 years experience supporting customers
• You’ve worked in a fast-paced environment so whilst all processes and procedures aren’t yet documented, you’re excited about the opportunity to grow quickly, make an impact and help shape the way we do things

Desirable

• Taking the lead on the frontline of our customer operations, handling support calls, chats, and emails from our users
• Fostering customer satisfaction and engagement by delivering customer-centric support, managing daily inquiries, and contributing to the overall enhancement of the customer journey at Odin
• Developing and maintain macros for template email responses to address recurring problems
• You'll collaborate with the team to release articles, ensuring information is thoroughly proofed before publication
• Skillfully address customer issues through active listening and a comprehensive understanding of our products and services
• Collaborating with the team to troubleshoot problems and contribute to delivering an exceptional customer experience through diverse support-related projects
• Championing the customer perspective, understanding their pain points, and leverage this insight to initiate positive changes and customer experiences within Odin

• Interview with Imani, our People & Talent Lead - Here, you’ll unpack the role, learn more about us, and she'll ensure you're the right fit for the position
• Take-Home Challenge - By this stage, we believe you're pretty great, so we’ll share a task to assess how well you'd perform in the role
• Interview with Haroun, our Head of Customer Success - Now that you're in the running, and you’ve shown some of the must-have skills through the challenge, it's time to unpack your experience with the hiring manager
• Final Interview with Mary, our Co-CEO & Co-Founder - At this stage, we're genuinely excited and believe it's fitting for you to spend some time with one of the founders
• Our process typically takes two weeks, sometimes shorter, or perhaps a bit longer; we'll accommodate your availability and are happy to make any hiring adjustments along the way