Author Support Officer
Mexico
Marketing – Author and Customer Success /
Permanent Full Time /
Remote
We value inclusivity and diversity at Envato. Research shows candidates from neurodiverse and underrepresented backgrounds often only apply for roles if they meet all the criteria. We like to make our hiring decisions based on experience and passion, so if you’re keen to apply and need reasonable adjustments please let us know. We also encourage you to let us know the pronouns you use at any point during the recruitment process.
About Envato
Our focus is on helping people to complete their creative projects, with our author community earning every time that happens. Envato proudly impacts the lives of creatives all over the world, from web developers and graphic designers to marketers, videographers, photographers, and more. We’ve built a community where anyone can get their creative projects done, and where creators bring their ideas to life and in the process, earn a living doing what they love. It doesn’t get much better than that!
We are a global and rapidly scaling business. Blending purpose and profit, we're a passionate B Corp, committed to making a positive impact on the communities we engage in. You can read more about our purpose, mission, and values on our website.
We’ve embraced flexibility for a long time - where we can, let’s make work, work for you! We have an amazing office in the Colonia Americana neighborhood in Guadalajara, Jalisco, Mexico.
Purpose
The Level 2 Author Support Officer is a key author-facing role responsible for providing a high-value support experience to our Envato community of creatives. The Author Support Officer will be responsible for responding to enquiries with a focus on engaging and productive dialogue, identifying needs quickly and correctly, and presenting solutions in a timely manner.
Key Duties & Responsibilities
- Use Envato support channels to respond to an Author’s requests as required and directed by Author Support leadership.
- Use product and systems knowledge and customer service skills to troubleshoot and resolve inquiries and achieve outcomes in line with Envato values and business goals.
- Take action to solve problems and respond to high priority authors in a timely manner.
- Contribute to achieving the productivity and quality goals of the Author Support Team.
- Build relationships with our Author community by providing personal, thoughtful, customer-focused responses to Author enquiries.
- Participate in ‘test’ or pilot workflows for new products and new businesses where SOPs and documentation may not exist or be incomplete.
- Accurately track hours and tasks daily.
- Contribute to the ongoing learning and success of our team through training, upskilling and sharing of knowledge.
- Remain up to date with business changes that affect your role.
- Actively participate in continuous improvement; taking on board feedback and making adjustments to achieve desired outcomes.
- Lead by example promoting the Envato values to a global audience.
- Make positive contributions to the team and internal community by participating in internal discussion and meetings especially where feedback is requested (note some of these may be outside of standard business hours due to the Global set up of the team).
- Remain reachable and responsive to communication during work hours; which will include weekends and outside regular office hours due to our global team.
- Identify and escalate matters to other teams and management where appropriate.
Skills & Qualifications
- Minimum of two years experience in a support or customer service role or demonstrated customer service skills.
- Reliable and able to work independently without direct supervision and under pressure.
- Fluent English communication skills, both written and verbal.
- Highly regarded interpersonal and communication skills.
- A sincere desire to help people and to solve their problems.
- Excellent decision making skills with an emphasis on striking the balance between Author’s and Envato’s needs.
- Strong organisational skills and the ability to prioritise competing tasks.
- Ability to adapt to changing technologies and tools.
- Experience with and/or demonstrated enthusiasm for technology.
- Conflict resolution skills and a mature and positive attitude towards difficult situations.
- A familiarity with the Envato network and community.
- A strong team player and contributor who embraces change and is cool under pressure.
- Experience with Zendesk and Google Suite is highly desirable.
What we offer
Great salary based on qualifications.
● 30 days - Christmas Bonus
● 12 vacation days (from the first year)
● 100% holidays bonus
● Private Health Insurance (SGMM)
● 5% Grocery Coupons (With legal cap)
● 5% Savings Funds (Fondo de Ahorro)
● Internet/electricity allowance (monthly paid)
• Profit-share, Mexican entity
● Round trip tickets around Mexico to a place you haven’t been twice a year.
● Unlimited ebooks
● Paid for educational courses that relate to your work
● Top line equipment
What next?
Submit your resume and answers to the below questions. Good luck!
About Us
- We’re BCorp certified & believe in succeeding sustainably as one global team.
- We’re committed to ensuring all our team feel welcome, included, and respected
- We support the flexibility to work from anywhere, great benefits above the law, generous parental leave, wellness programs, social connection and learning opportunities to help you grow.
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