Customer Service Associate

About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client

Our client is a design-driven platform helping entrepreneurs build brands and businesses online. They empower millions of customers in more than 200 countries and territories with all the tools they need to create an online presence, build an audience, monetize, and scale their business. Their suite of products includes websites, domains, ecommerce, marketing tools, as well as tools for scheduling and creating/managing social media presence. Their global team of more than 1,500 is headquartered in bustling New York City, with offices in Dublin, Ireland, Aveiro, Portugal, and coworking spaces in the UK, Netherlands, and Australia.

About the Role

Our client is seeking a Customer Support Associate to join their 24/7 Customer Operations team. You will be on the front lines, working directly with clients to resolve account issues in a timely manner. This role requires a strong commitment to providing an exceptional customer experience and the ability to leverage your system knowledge to solve problems and advocate for the brand. This is a remote position reporting to a Customer Support Team Lead. This role will report to a Customer Service Manager based offshore.

Work hours: APAC hours, PST, or as determined by the client

Work set-up: Remote

What you'll do

• Respond to customer-submitted live chats and email in a timely manner
• Queue-based, typing work will account for approximately 90% of the role
• Live Chat is our primary channel of support in this role
• Troubleshoot and guide customers through questions and issues with their Account,
• Billing, Domain, or other transactional inquiries
• Independently meet targets across Quality, Productivity and Customer Satisfaction, in email and live chat
• Stay up to date on new product features and improvements
• Identify isolated customer experiences and escalate important issues

What You Bring

• Open availability to work a 40 hour work week that spans weekends and holidays as our customers need us
• 1+ years customer-facing experience required in a similar role (retail, hospitality, online support)
• Expertise with written communication and the ability to spot spelling and grammar errors
• Proficiency with decoding conversations, identifying the cause, and aligning on end goals
• Capability of prioritizing competing requests
• Familiarity with a website building and hosting platform
• Consistent and dependable WiFi and a personal workspace that allows you to be free from distraction and fully customer focused

Hiring Process

We utilize AI tools to enhance our hiring efficiency and ensure a fair evaluation of all candidates. As a result, candidates who passed our initial evaluations should expect an AI Interviewer as a component of our recruitment process. This is supervised by Human Talent Acquisition Experts who will also engage with you throughout your application journey.

Don't meet every single requirement? At Penbrothers we are committed to building a diverse, inclusive, and authentic workplace, so if you're excited about this role but you don't feel 100% aligned with the qualifications, we encourage you to apply anyway. You may just be the right fit for this or other roles.

What You'll Get

At Penbrothers, we are obsessed with creating positive employee experiences. Here you'll find an environment that nurtures learning and provides opportunities for growth. You'll have the opportunity to make an impact on fast-growing startups and dynamic companies.

·   Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.

·   Employee as our biggest asset: We are genuinely invested in our people's career and welfare.

·   Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.

·   Powering global startups: We've created 1,400 Filipino jobs that empower global start-ups to focus on growth.