**About This Role**
Hello, prospective pickle! Design Pickle is currently seeking to expand our Customer Support team by adding a Customer Support Representative. As the first point of contact for our creative services company, you'll be the go-to guide for our clients, providing solutions that inspire and engage with a community driven by creativity. If you're eager to bring your blend of problem-solving prowess and empathetic communication to a team where every conversation is an opportunity to enhance our client's success, we can't wait to meet you!
**Reports to**:Customer Support Supervisor
**On a daily basis, works closely with **Marketing, Product, Finance, and Sales teams.
**Location**:Design Pickle is a fully remote company. Looking for talented individuals from Mexico, Argentina, Colombia, Peru, Philippines, Indonesia, and Malaysia.
**Who We Are Looking For**
First, Design Pickle is anything but typical. We're a group of hard-working, creativity-loving individuals from around the world.
Do we love pickles, too? Most of us! But don't stress if pickles aren't your thing. It's not a deal-breaker. We do look for a passion and interest in something though because our employees' uniqueness is what helped make us the great company we are today.
We stand by our vision, purpose, and values, and these are mission-critical to how you show up every single day.
Specific to your role, we're looking for individuals who have...
- Have around 2-3 years of relevant experience in Customer Success under your belt. You come from a SaaS environment and know how to help clients utilize software properly.
- Have proven success at building rapport with clients and solving both user and product issues.
- Comfortable with modern support software (like Intercom, HubSpot, Zendesk, Freshdesk, etc.), CRM systems, and office productivity tools. Familiarity with Zapier, digital creative tools and platforms is a plus.
- Demonstrated experience in troubleshooting and resolving client concerns, showing a keen ability to think on your feet and offer creative solutions.
- Friendliness is in your bones and you are able to handle escalations with a smile on your face.
- Strong written and verbal communication skills, with proficiency in explaining complex concepts in a clear, simple manner to ensure client understanding and satisfaction.
- Experience working with cross-functional teams, providing insights from customer feedback to improve products, services, and processes.
- Proven ability to manage multiple priorities in a fast-paced environment, ensuring all client commitments are met with excellence.
- Organization is something you pride yourself on and you are proficient at utilizing multiple technology platforms.
**Key Objectives and Responsibilities**
- Work closely with a small team resolving customer inquiries, issues, and concerns
- Communicate with clients to ensure their success while using Design Pickle
- Provide delight and create WOW moments to build brand loyalty from our customer base
- Reduce churn within the first month of a client's onboarding as a new customer by monitoring account and aiding in the proper use of Design Pickle
- Track refund metrics and reduce the amount of refunds issued in a client's first month or trialing period
- Relay communication issues or questions from customers to proper channels to stay ahead of potential trends
**Job Type**: Contract
Contract length: 12 months
Pay: From Rp16,000,000 per month
**Experience**:
- Customer Support Representative: 1 year (required)
**Language**:
- English (required)