Customer Support Specialist

3 weeks ago

Canada LOGO.com | Free Logo Maker Full time
LOGO.com is looking for a talented and passionate customer support specialist to join our team as we put logo and brand creation tools in the hands of millions of users around the world. Our goal is to make starting a dream business easy and fun for entrepreneurs.
For this role, you'll primarily be responsible for managing our customer support channels which involve resolving customer queries, coordinating with internal and external teams, and creating content that explains the product/services we offer.
What you'll do:
  • Provide timely responses and resolutions to inbound customer inquiries and complaints
  • Work closely with customers to assist and guide them through LOGO.com's products and services
  • Coordinate between customers, the internal product/development department, and external partners to find a solution for the customer's concern
  • Create and manage content on how to use all the products and services offered by LOGO.com
  • Collect customer feedback through NPS, surveys, and feedback calls and share it with the team
  • Maintain a database of feature requests, complaints, and comments from customers
  • Share weekly reports on top customer queries and how they were handled
  • Perform other duties as assigned

Ideal Candidate
Our ideal candidate has excellent interpersonal skills and the ability to build relationships with teammates in a distributed workplace. They are self-directed, with the ability to maintain focus even with multiple project demands. They never stop learning and love to apply new knowledge to help users succeed. They embrace a growth mentality and have the desire to help create a customer success organization that leaves our users raving.
Requirements
Must haves
  • 3+ years of customer service or customer-facing experience
  • Ability to read, write, and speak English fluently
  • Excellent organizational, written, and oral communication skills
  • An aptitude for conflict resolution with the ability to reassure, direct, and diffuse emotional and/or difficult customers
  • Ability to use Google Translate and communicate with users in their preferred language
  • Ability to thrive in a fast-paced environment where change and ambiguity can exist
  • The ability to evaluate, troubleshoot, and follow up on customer issues
  • Be a self-learner - the ability to pick up new skills and tools to perform your job without much assistance
  • Open to feedback; someone who is willing to learn and grow
  • Be autonomous at your work. We value proactiveness and time management

Nice to Have
  • Live in Metro Vancouver - We have regular coworking sessions, and it would be great if you could join too
  • Experience with common customer support tools such as HelpScout
  • Knowledge of various software products including Slack and Asana
  • Multilingual (English, French, Spanish, etc.)
  • Basic understanding of how domain names, DNS, web hosting, website builders, and email services work

Benefits
  • Group medical plan (where available)
  • We have a minimum vacation policy, and you can take as much vacation as you want beyond that, subject to approval
  • Monthly expense allowance for coffee and snacks, gym memberships, or home exercise equipment, books, courses, and certifications
  • At least one annual meetup, COVID permitting
  • Conferences and/or courses paid for pending approval
  • Aside from meetups and occasional coworking days, completely remote work with your own schedule.

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