Bilingual Customer Success Specialist

Bilingual Customer Success Specialist- Hybrid, Must be able to commute to Duluth office.

About Us

StartCHURCH is a company dedicated to meeting the needs of pastors and ministry leaders who have a vision to make a difference in their communities by establishing new churches and ministries. StartCHURCH helps nonprofit organizations establish a legal foundation, as well as provides additional tools and services tailored to pastors and church leaders.

What You’ll Love About Us

• Great Company Culture. We want to help you grow and develop both professionally and personally.
• Work that Stays at Work. Genuine work/life balance matters here
• Rest and Relaxation. 2 weeks paid time off, 2 flex days, 10 paid holidays, 1 week paid sick time, and flex-time.
• Health Benefits. Medical health insurance with a 30-day waiting enrollment period.
• Prepare for the Future. 401k Retirement plan with company match.
• Passion. We’ll help you start your own nonprofit or ministry at no cost.

What You’ll Do

The Bilingual Customer Success Specialist represents StartCHURCH by providing excellent and professional administrative support to customers, ensuring the utilization of products and completion of services, and collaborating with a team of specialists and other staff to build and maintain a long-lasting partnership with our current customers.

Work with the team in a way that provides the highest form of service to our internal and external customers, as defined below:

• Internal - people who have a relationship with, and within, our company, either through employment or as partners who deliver our product or service to the end user, the external customer
• External - people who pay for and use the products or services our company offers

Objectives of this role:

• Own the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction.
• Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services.
• Develop and maintain customer-success strategies and best practices, as well as customer-support content, with help from the specialist team.
• Communicate effectively with company leaders to better understand customer needs, maximize retention and growth, and share learnings.
• Maintain existing customer-success metrics and data, as directed

As a Bilingual Customer Success Specialist at StartCHURCH, you will:

• Support the Operations Division by being available to answer questions related to various internal standard operating procedures and expanding various departments (possibly some bookkeeping/sales support in the future).
• Support customers through the completion of their entire customer journey.
• Support customers through the process of Auxiliary Services.
• Provide nonprofit information relevant to the completion of their journey.
• Provide team phone support as needed.
• Hold customer success appointments as necessary (ex., Instructional support, etc.).
• Introduce other services or products during or after appointments.
• Collect, from the customer, the various documents and data necessary to complete services.
• Maintain company-established completion rates for moving clients through each service, including, but not limited to, scheduling appointments, contacting to request needed information necessary to complete services, and Typing and word-processing various documents and electronic information.
• Manage, organize, report, and update data relevant to all assigned internal processes using database applications; responsible for keeping the funnel green.
• Communicate and provide information by relevant methods internally and externally to assist and enable organizational operations and effective service to connecting groups.
• Interpret instructions and issues and implement actions according to administrative policies and procedures.
• Participate in meetings, conferences, training, projects, and team activities.
• Participate in the StartRIGHT Specialist Team meetings (when scheduled) and report to the team lead.
• Adhere to stated policies and procedures relating to health, safety, and quality management.
• Adhere to procedures relating to the proper use and care of equipment and materials for which the role has responsibility.
• Provide scheduling support for various departmental teams.
• Additional responsibilities may be added by VP of Operations, Director of StartRIGHT Production, and/or StartRIGHT Specialist Team Lead to support the growth of the Operations Division and to ensure customer satisfaction and quality assurance.

Review all necessary documents and templates pertinent to various departmental teams or other documents (if necessary) to ensure StartCHURCH language, as assigned by the VP of Operations, Director of StartRIGHT Production, and StartRIGHT Specialist Team Lead.

Responsibilities:

• Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both.
• Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals.
• Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables.
• Collaborate, problem-solve, and/or strategize with team members on upcoming client meetings.
• Prepare documentation or visuals of campaign performance for the client; analyze trends in CSAT and NPS scores to identify areas for improvement
• Work with sales and marketing teams to boost customer referrals and develop case studies.

What We’ll Love About You

Required Skills/Abilities:

• Strong, clear communication skills, both written and verbal
• Fluent in Spanish, written and spoken
• Great active, effective, attentive listening skills
• Exceptional interpersonal and rapport-building skills
• A patient and empathetic attitude (I.e., emotional intelligence)
• Efficient multi-tasking skills
• Strong time management and organizational skills
• Adaptability and flexibility
• Comfortable working in fast-paced environments
• Computer literacy
• Phone skills, including familiarity with complex or multi-line phone systems (Vonage Business, a plus)
• In-depth knowledge of a company’s products and/or services
• Persuasive speaking skills
• Self-control and thick skin
• Ability to use positive language
• Problem-solving skills
• Creativity and resourcefulness

Required skills and qualifications

• Must be able to speak, read, and write in Spanish fluently
• Three to five years of experience in communications, marketing, sales, account management, or customer success
• Strong skills in verbal and written communications, strategic planning, and project management
• Analytical and process-oriented mindset
• Ability to work effectively across multiple departments in a deadline-driven environment
• Active team player, self-starter, and multitasker who can quickly adjust priorities

Preferred skills and qualifications

• Bachelor’s degree or equivalent work experience
• Knowledge of Hubspot and project management tools
• Experience in event planning

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.

StartCHURCH provides reasonable accommodations to individuals with a disability in accordance with applicable law in both the application and employment stages. If you require any accommodation in completing your application for employment, please let us know by informing our Talent Acquisition team at resumes@startchurch.com. StartCHURCH is an e-verify employer. EOE.