Customer Success Agent (Santiago, Chile)
Santiago
Customer Success /
Full-Time /
Hybrid
Who we are
We're a small team that believes providing access to better financial insights and tools improves people’s lives, so we’re taking money matters into our own hands.
Our product is a personal finance management app for iOS and Mac that people actually love using. Copilot takes advantage of machine learning to deliver powerful, hyper-personalized finance data insights to help users effortlessly understand and manage their spending, budgeting, and investing. We also use crowdsourced feedback to continuously improve the experience.
Apple recently named us as a finalist for the 2023 App Store Awards, and has named Copilot one of the best finance apps in the App Store. And we're only getting started!
Why should you work with us?
A product people love: Copilot users are extremely engaged with the app and are sharing it with their friends and family.
A team that cares: We’re a bunch of geeks who care about data quality and good coffee. We go the extra mile when it comes to making our users happy (and making an excellent pour-over).
Significant impact: We are currently a small, nineteen-person team with big ambitions. Our team has previous experience at companies like Google and Apple.
Multicultural team: We’re based in NYC 🇺🇸 and in Santiago, Chile 🇨🇱.
Great company culture: You’ll work with a highly collaborative team that’s always learning and ready to help each other out.
The Position
We care deeply about our users, and they notice and appreciate it. We're looking for a Customer Success Agent, based in Santiago, to help us take our support experience to the next level.
In this role, you'll interact with our users via chat, troubleshoot issues with our engineers and data providers, propose solutions, and find opportunities to make our processes better. At the end of the day, we're looking for someone who will provide our users with the best user experience possible.
This is a hybrid position based in Santiago, Chile. You’ll be required to come into our office at least 2 times a week along with the rest of the team. We work from home the rest of the week, but the office is always available in case you want to make use of it more often.
Your Responsibilities
- Responding to and resolving inquiries from our users in a timely manner.
- Troubleshooting technical data issues, submitting support tickets, and resolving issues with our data providers via their support channels.
- Following up with our users in a timely manner to provide updates.
- Identifying trends in support issues and feature requests, and escalating them to the relevant teams.
- Developing and maintaining knowledge-based video tutorials, articles, and saved responses for our Help Center.
- Managing multiple conversations and communication channels at the same time.
Required Qualifications
- Outstanding communication skills in English. Our users are based in the US, and our internal communications are also in English.
- You’re the go-to person in your family for anything tech-related.
- Enjoy problem-solving - both technical and creative.
- Team player who can manage time independently.
- Comfortable handling a high volume of customer interactions on a daily basis.
- Detail oriented.
- Desire to grow with the company and expand your role to include additional responsibilities as needed.
- High school diploma, or suitable equivalent.
Desired Qualifications
- You’ve lived in the US and understand the culture and the nuances of the language.
- English Certificate (TOEFL, IELTS, or similar).
- You have experience in Customer Support or have worked in a customer-facing role.
- Bachelor’s degree (Licenciatura) or Professional degree.
Compensation and Benefits
- Monthly salary of CLP $1.500.000 (líquido).
- Equity in the company (Stock options).
- Home Office Setup.
- Complementary health insurance (in process).
- Remote work allowance (CLP $50.000/month).
- Wellness allowance (CLP $85.000/month).
- We cover sick days that your health insurance doesn’t pay (usually the first 3 days of a medical leave).
- After 2 years in the company you get 5 extra vacation days, and 5 more after 4 years.
- Extra free day for your birthday 🥳 (you can take it any day of the month).
- 4 administrative days per year (non-accumulable).
- Annual company retreats, the last one was in Cancun 🌴.
- Annual week-long rotations between the US and Chile.
