Customer Support Specialist (Remote, LATAM)
Remote, Mexico
Customer Success /
Full-Time /
Remote
About Supermove
At Supermove, our mission is to make moving faster, cheaper, and delightful for everyone.
Supermove gives movers and their customers easy, digital tools to manage their moves. We built our products through conversations with and feedback from movers who were frustrated with inefficient pen and paper systems. Now, we offer a software platform designed make everything from lead capture to reporting simple, streamlined, and fully digital.
Hundreds of business owners trust Supermove to digitize their moving business, and help them save time, money, and scale their business.
Working with Supermove
We are a customer-driven team that tackles problems with empathy and logical reasoning. We aim to truly solve problems for our customers and accomplish this through a thorough process of problem discovery, user research, user testing, and iteration.
Your Role & Mission
As a Customer Support Specialist, you will be a subject matter expert of all things Supermove. You will work with our customers to provide customer support through personalized emails, both inbound & outbound phone calls, and remote trainings to provide them a delightful experience.
Quick facts:
- We closed our series A round raising $18M led by a16z in 2022 - read more about it here.
- We are a 40-person team of Pinterest, Asana, Facebook, and Google alums.
- We are early and the opportunity is massive. 10000s of companies have not heard from us yet.
- We close new customers every week and have >2x our revenue in the past year.
Role & Responsibilities
- Provide exceptional & empathetic support to our customers through email, live-chat, and phone
- Leverage resources to navigate, troubleshoot, escalate, and solve customer concerns and system issues, while actively maintaining timeline expectations
- Skillfully balance time between competing priorities — assisting customers, troubleshooting issues, & working on projects
- Work cross-functionally and communicate clearly to help drive product and process improvements across teams, knowledge-base resources, and more
- Think outside of the box to develop creative support solutions that best serve our customers and their needs
Competencies
- Incredibly curious and empathetic.
- You seek to understand the full picture from the customer's point of view. You're also willing to challenge this understanding every day.
- Adaptable and relentless.
- You understand that change is the only constant in a startup, and you embrace it.
- You are willing to run through walls to realize our vision.
- Articulate and well-accustomed to a client-facing role
Skills & Experience
- 1-2 years of experience in Customer Tech Support related role
- English fluency
- Phone & written communication experience is a must
Expected Outcomes
- First 30 days:
- Shadow & Train - Goal is to get up to speed quickly
- Become familiar with company structure and procedures
- Respond to a min of 5 customers via written comms w/ assistance
- Lead at least 1 customer facing meeting w/ support
- Compose a min of 1 Help Center articles
- First 60 days:
- Accelerate - Become a fully ramped Support team member
- Communicate with min of 10 customer via phone, chat, and email without assistance
- Review first QA Scorecards and begin tracking KPIs
- Begin contributing to team level and company meetings
- Assign yourself as contributor to at least 1 team level project
- Compose a min of 10 Help Center articles
- First 90 days:
- Excel - Contribute to key projects and impact customers
- After 90 days & KPIs
- Act as primary point of contact between Supermove and its customers throughout post-implementation phase
- Achieve a CSAT Score of 95%
- Average resolution time of 24 hours
- Achieve a QA Score of 90%
- Time to First Response of under 60 Minutes
- Minimum of 5 tickets worked per hour
Why this role
- Large amount of ownership within the first 3 months of joining.
- You will be introducing technology to the moving industry, an industry previously untouched by software. By working with our customer base, you will provide them more time, revenue, and speed – radically uplifting the entire moving experience for everyone in the world.
- You will directly influence the company's continued success.
Why Supermove
We create an organizational culture where we are transparent, people feel comfortable being themselves, ensuring everyone is heard and listened to. As an Equal Opportunity Employer, we mitigate bias across our hiring process: consistent hiring practices and working towards fair treatment, access, and opportunities for all individuals. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
You will rewrite an entire industry.
You will introduce innovative technology to redesign the moving industry's daily workflows from the ground up. By coming up with new strategies to grow our customer base, you will provide these businesses time, revenue, and speed – radically uplifting the entire moving experience.
You will likely determine the fate of our company
As one of Supermove's early members of Support, you will scale our product to thousands of companies. You have a big upside if we execute well, and we can't do this without you.
You will work with a smart and action-oriented team
At Supermove, we are trying to do what's nearly impossible – to create an enduring and iconic company. We are relentless and ambitious with all of our goals. We move extremely quickly and prefer to iterate rather than deliberate. We always operate with full trust and transparency, knowing that our top priority is to achieve our vision to the best of our ability.
Additional Perks & Benefits:
Market comp, medical, vision, dental.
Remote first
Provide direct input to overall company strategy.
Timeline:
We move at super speed! If we find the right person, we expect to be able to wrap up the process in 1-2 weeks.
Pay Range:
OTE from 15,000 USD - 30,000 USD / Year
