Senior Customer Support, Operations Specialist

This is a fully remote position, open to applicants in Argentina.

📋 Description

• Deliver compassionate and prompt support via email, help center, video, and phone, addressing issues with professionalism and care.

• Identify and report bugs, collaborating with Product and Engineering teams to facilitate resolutions and troubleshoot problems.

• Communicate customer insights and recurring feedback to the team to enhance the user experience continuously.

• Recognize patterns in support inquiries and proactively propose improvements to processes or products.

• Assist in the onboarding process for new users and advisor clients.

• Regularly check in with key accounts to gauge their platform usage and identify any obstacles they may be encountering.

• Promote product adoption by educating users on features and workflows pertinent to their specific scenarios.

• Collect and document customer feedback, use cases, and success stories to guide product development.

• Oversee subscriptions, upgrades, renewals, and account transfers in coordination with the Sales team.

• Prepare and dispatch invoices, follow up on payments, and manage contracts for enterprise clients.

• Organize and conduct product demonstrations and training sessions for clients.

⛳️ Requirements

• Minimum of 3 years in customer support or sales operations within a SaaS or technology product environment.

• Demonstrated ability to collaborate effectively across various teams, including QA, Sales, and Engineering.

• Excellent command of the English language, both written and spoken.

• Strong understanding of product management principles.

• Outstanding prioritization and organizational abilities with meticulous attention to detail.

• Proactive in identifying issues and opportunities before they escalate.

• Quick learner, adept at mastering new tools, workflows, and domain knowledge swiftly.

• Alignment with our core values: Customer First, Humility and Respect, Teamwork, Continuous Improvement, and Getting Stuff Done (GSD).

🏝️ Benefits

• A culture that emphasizes ownership and high standards.

• A fully remote, results-driven team that delivers tangible products and learns directly from users.

• Competitive salary and compensation package.

• The chance to take ownership of significant product areas utilized daily by professional investors.

• A product-led organization that prioritizes craftsmanship, accountability, and effective execution.