Customer Support Specialist III

Role Details

Type of Support: Omnichannel (Email, chat, phone, social media, video conference)
Contract Duration: Full-time
Position type and schedule: Full-time | 8:00 AM - 5:00 PM MST ; Tuesday - Saturday (Sunday and Monday OFF)
Training Schedule: 7:00 AM - 4:00 PM CST | Monday - Friday
Work type and Location: Remote / would prefer candidates who reside in North Carolina

About Us

A little about us. We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.

We are recognized as a Most Loved Workplace, and we think it’s because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day to day and thrive.

The Role

We are looking for a talented specialist who will be an important support team member, supporting one of our largest partners and their fintech applications and platforms. A successful candidate will be able to demonstrate exceptional customer service skills, adapt quickly to incoming customer and user inquiries, and embody our commitment to delivering best-in-class account management. The ideal candidate must earn the trust of our partner who offers an expense management system for personal and business use partners. This candidate will be expected to interface and work collaboratively with our program leadership and partner product support and success teams in order to offer the best service possible to our partner and their customers.

The reason you join won’t be the reason you stay.

What you’ll do:

• Communicating with clients to ensure that all of their needs are understood and addressed
• Building strong client relationships to maintain old business and acquire new customers
• Collaborating with various internal departments to ensure that they fulfill all customer requests
• Resolving complaints and keeping track of all processes that pertain to the client’s desires
• Acting as the client’s representative in a firm to ensure that their demands are met with a focus on improving the customer experience
• Collecting and analyzing data concerning consumer behavior to understand changing needs
• Responding to account owner inquiries and providing accurate, satisfactory answers to their inquiries and concerns
• Appropriately following policies, procedures, and escalation and transfer workflow to ensure an effortless experience
• Attempting to de-escalate situations involving dissatisfied account owners, offering assistance and support
• Documenting and reporting on client feedback and insights to improve our partner’s product and customer experience
• Guiding account owners and users through platform troubleshooting, navigating the partner’s site, community, knowledge base, or ancillary tools and resources
• Maintaining essential program knowledge that is critical for our partner and their clients
• Occasionally working additional hours outside of your normal scheduled shift to accommodate program-related meetings, requests, inquiries, training, or other related matters
• Performing project duties and tasks that are within your skill and expertise level as assigned by program management
• Flexing between program duties and providing ad hoc support for program-specific projects, products, and queues
• Intercepting incoming and existing chat volume by responding to customer inquiries and providing accurate, satisfactory answers to their questions and concerns
• Consistently achieving and maintaining the minimum program performance by meeting all (5) key performance indicators and metrics within the program; KPI Attestation Agreement is required prior to offer
• Adhering to assigned schedule compliance (including peak/seasonal staffing requirements) and on occasion, may be asked to work additional hours outside of your normal scheduled shift or participate in a shift realignment/change to accommodate program-related needs. This may include working federally recognized holidays or providing coverage for teams in other geographies
• Assisting customers with booking travel arrangements using our partner’s travel platform and instance. The function may require phone support and placing outbound calls to confirm travel arrangements
• Negotiating contract renewal, upselling subscriptions to the customer
• Acting as a liaison between the customer and effectively communicating with internal, cross-functional departments
• Attending meetings with the customer (on time, preparation, professional)

What we expect from you:

• Passionately care about SaaS product support and the role it plays in making a customer-centric team successful
• Awareness to prioritize customer-impacting issues and know when something requires key stakeholder visibility
• Skilled at explaining factors associated with rules and procedures for electronic funds transfers (EFTs), and providing guidelines for users of electronic debit cards
• Confident and collaborative communicator with contact center and telephony support experience
• Heavy reliability in people skills and proficiency in problem-solving
• Ability to maintain composure and focus under pressure
• Strong understanding of service level expectations without compromising the customer experience
• Excellent multi-tasking and time management skills; Punctuality and adherence to schedule experience preferred
• Infectious ambition, positivity, engagement, and the desire to provide support to software users within the financial space and industry
• If telecommuting, the workspace must meet work-from-home requirements and be a designated, private, and PCI-compliant workspace. High-speed/broadband internet access is required
  • Bonus Points:
• 2+ years of experience working in a contact center environment
• Experience supporting software as a service, particularly those involving financial acumen, regulatory compliance, or Regulation E
• Previous work experience at a startup or new business venture where team size is limited and may grow over time
• Proven ability to demonstrate flexibility, agility, and compromise for newly launched products and teams
• Helping others in times of need comes as second nature

What you’ll get in return:

• Full-time employment
• Competitive compensation based on experience
• A dedicated wellness program, including support from an in-house psychologist 
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture is at our core

Culture leads, success follows. Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal opportunity workplace. We value diversity, inclusion, equity and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact careers@partnerhero.com.

PRIVACY NOTICE

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To understand more about PartnerHero’s privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here.

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