Customer Experience Associate (LATAM)- Contract

About the Role

Firstbase is on a mission to empower remote work. The Customer Experience team is the driving force delivering an unparalleled customer experience to those who have chosen to make the investment in their people.

Our customers are asking us to solve the most difficult challenges behind supporting remote work; making sure remote workers are set up to be successful in their chosen space. Our Customer Experience team is the group that not only guides them on their journey, but is also their most trusted resource along the way. This team breaks through barriers and works to deliver the best customer experience possible, because it is what we would want for ourselves. We aim to take the burden of logistics off of our users across the world, while making them excited to have partnered with Firstbase.

We are seeking a Customer Experience Associate to work EST and/or CST time zones to assist our customers with optimizing their experience with Firstbase. We are looking for someone who demonstrates empathy, organizational skills, as well as problem solving abilities, to assist us in the remote work revolution.

Onboarding includes a comprehensive training and shadowing experience that will empower you to support our customers with ease.

This is a contract remote position that can be done from almost anywhere.

You will:

• Respond to and resolve customer queries and other inbound/outbound requests in a thoughtful, timely and accurate way - via email.

• Act as a process and product expert, being able to quickly and accurately consult users on best practices and how Firstbase operates.

• Create and maintain customer-facing FAQs, videos, and other support materials in our Help Center. Strive to empower customers to help themselves.

• Collect and share user suggestions, as well as pain points, directly with the rest of the company (particularly our Product and Operations teams).

• Identify areas of operational improvement within the CX team as well as the overall organization. Feel and be empowered to make those improvements.

Basic Qualifications

• BA/BS degree or similar university education

• 2+ years experience as a Customer Support Specialist in e-commerce, B2B, logistics, SaaS, Direct-to-consumer role and/or in digitally native brands

• Ability to work quickly and independently with excellent time management skills

• Excellent written and verbal communication skills that can be tailored to a broad range of requesters, plus innate follow-up skills

• Experience using Zendesk, Jira and/or other help desk software and remote support tools.

• Ability to adapt to new tools and technologies

• Fluency in English, both spoken and written