Customer Support Specialist

2 weeks ago

New York, United States Lingvano GmbH Full time

About Us:

At Lingvano, our mission is to break down language barriers and build bridges between Deaf and hearing people. We do so by creating easy-to-use sign language and Deaf culture lessons.

Role Overview:

As we near our 3 millionth learner milestone, we are hiring a Customer Support Specialist, to help us build a stronger and more satisfied community of learners. If you are passionate about people, well-organized, and want to make a meaningful social impact, we've got the job for you

Tasks

What you will do:

  • Manage inbound customer support requests via email using Freshdesk, collaborating with other teams as-necessary to resolve issues efficiently.
  • Maintain a thorough understanding of Lingvano’s brand and products, as well as the Deaf community to provide accurate information to our customers.
  • Monitor and improve customer satisfaction metrics across various platforms, including App Stores and other sources of online customer feedback.
  • Enhance internal and external customer support documentation, including FAQs and self-help guides.
  • Collaborate with cross-functional teams and contribute to the strategic development of community growth initiatives, offering insights and recommendations to senior management.
  • Stay up-to-date with the latest trends in customer support to continuously improve our strategies.
Requirements

What you should bring:

  • Fluency in English and American Sign Language (ASL). (We are particularly open to welcome Deaf applicants and strongly prefer individuals who are actively engaged in the Deaf community.)
  • Deep insights on Deaf community and culture and awareness of cultural sensitivities and nuances when it comes to Deafness.
  • Proven experience in written customer support.
  • Familiarity with online support tools like Freshdesk or Zendesk.
  • Strong organizational, project management and problem-solving skills.
  • Excellent written communication skills and ability to adapt your style to Lingvano’s tone of voice and brand identity.
  • Self-starter attitude and a detail-oriented mindset.
Benefits

What’s in it for you:

  • You can contribute to building a successful brand with a clear social impact, and work alongside an international team of Deaf, hard of hearing, and hearing employees.
  • You can choose your working hours within a flexible working scheme.
  • Use up to 10% of your weekly working time for personal and professional development, plus a learning and development budget to spend on training and other learning opportunities.

Position Details:

  • This is a permanent, part-time position (20 hours per week).
  • We offer a minimum rate of 22 USD per hour, with the overall salary open to negotiation based on experience and qualifications.
  • We are looking for candidates who are based in the continental US.
  • The position is open to begin immediately, but if you cannot start immediately, we still encourage you to apply.
  • We are particularly open to welcome Deaf applicants and strongly prefer individuals who are actively engaged in the Deaf community.

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