About the Role

As a Customer Support Executive at Manatal Co LTD, you will play a critical role in bridging the gap between our clients and the company, ensuring that users are satisfied with our recruitment platform. This position is essential for maintaining customer happiness and providing support that enhances the user experience. In your initial months, you will familiarize yourself with our systems and processes while developing relationships with clients and internal teams. You will receive training that equips you with the knowledge necessary to assist clients effectively and to communicate their needs to the product and engineering teams.

Key Responsibilities

• You will respond to customer inquiries through various channels, including chat, email, and phone, ensuring that all communications are handled professionally and promptly.
• Your role involves taking ownership of customer issues from the moment they are reported until they are fully resolved, collaborating with different teams as necessary to ensure a seamless experience.
• Regularly, you will work with product and engineering teams to escalate and resolve technical issues, providing detailed feedback that can help improve our platform.
• It will be your responsibility to keep customers informed about the status of their inquiries, ensuring they receive clear and concise updates throughout the resolution process.
• You will document all support interactions in our CRM and ticketing system, maintaining accurate records of issues and resolutions for future reference.
• Acting as a liaison between clients and product teams, you will relay feedback regarding product features, usability, and areas for enhancement, fostering a culture of continuous improvement.
• Additionally, you may need to provide after-hours and on-call support via live chat, demonstrating your commitment to customer care.
• Finally, you will handle all customer interactions with professionalism, reflecting the values and standards of Manatal Co LTD.

Requirements & Qualifications

• A minimum of 2 years of experience in a customer support role is required, demonstrating your ability to handle various customer service scenarios.
• Fluency in Spanish is essential, alongside excellent English communication skills, allowing you to effectively explain technical issues to diverse audiences.
• You should have a solid understanding of common operating systems such as Windows and MacOS, as well as various software applications that our clients may use.
• Basic troubleshooting knowledge related to web applications, databases, APIs, and related technologies is preferred, enabling you to assist clients effectively.
• Experience with ticketing platforms like Jira, ServiceNow, or Zendesk is beneficial, as you will be required to log and track customer issues.
• Strong leadership skills are important, as you will be expected to operate efficiently both independently and within a team framework.
• A degree in Computer Science, Information Technology, or a related field is a plus, and relevant certifications such as ITIL or AWS will enhance your application.

What You’ll Gain

• Working at a well-funded start-up backed by Surge & Sequoia will provide you with invaluable exposure to the B2B SaaS industry.
• You will collaborate with a talented and diverse team, gaining insights from experienced professionals in the technology sector.
• This role will enhance your customer service skills, particularly in a fast-paced environment where client satisfaction is paramount.
• Your problem-solving abilities will be honed as you address a variety of customer inquiries and technical challenges.
• Opportunities for career growth will arise as you demonstrate your capacity for leadership and innovation within the company.

How to Apply

If you are interested in this exciting opportunity to join our team, please submit your application. For further details and to apply, click here: Apply here.