Customer Support Associate, Hofy

• Spanish Fluency: You are a confident spanish language speaker and will be comfortable dealing with customer enquires from LATM
• Earned your stripes: You have 2+ years experience providing excellent support to customers within a complex b2b saas organisation
• Product experience: You have experience diagnosing and troubleshooting product issues/bugs and applying creative solutions for resolution/workarounds
• Cross-function collaboration: You have experience working with wider departments, providing providing input on processes to drive efficiencies (automation, content etc.)
• Tools expertise: You’re confident utilising a wide range of tools, competency in Zendesk is preferred
• Confident communicator: You’re a confident communicator who has experience sharing knowledge and best practices. You have excellent written and spoken English

Desirable

• Guide and support: You thrive on providing excellent support to customers whether through chat, emails, and phone with the highest level of quality to exceed customer's expectations
• Detailed and thorough: You maintain accurate records and always follow up to close loops and ensure issues are fully resolved
• Customer Advocate: You advocate for customers internally, surfacing valuable insights to internal teams and balancing expectations
• Problem solver: You take a creative approach to problem-solving with the tools at your disposal and favour a solutions focused approach
• Product owner mindset: You enjoy working with complex B2B SaaS product and quickly ramping up to becoming a Hofy product expert
• Team focused: You support the wider team with additional "all hands on deck" tasks that are part and parcel of the experience of working at a startup!
• As Hofy’s Customer Support Associate you report to the Customer Support Team Lead and will be the first port of call in leading the change and support all of our clients with a wide variety of issues