Velocity Global offers the most unified, tech-enabled, and customer service-driven global workforce management, ensuring smooth, reliable operations across countries, roles, and workforce types so businesses can navigate complexity with confidence, deliver strong results, and stay ahead. We help you expand your business into new markets without the complexity of setting up entities. We hire, pay, and manage your workforce across 185+ countries with our AI-powered global Workforce Technology platform.
As a Customer Care Specialist at Velocity Global, you will be an important part of our customer success team, responsible for ensuring a positive and seamless experience for both our Customers and Supported Employees. You will engage directly with customers to provide solutions to their inquiries, resolve issues, and foster lasting relationships. With a customer-first mindset, you will be our voice and work with our Operations team to improve the customer experience.
We are looking for a high level of empathy, problem-solving experience providing detailed troubleshooting and resolutions to users, and the ability to work with other teams to exceed customer expectations. Your efforts will directly help maintain our customer satisfaction scores, specifically through our Net Promoter Score (NPS).
Main Responsibilities:
- Customer Engagement:
- Be the first contact for customers and supported employees, addressing inquiries by phone, email, or chat.
- Provide accurate information about services, processes, and solutions, ensuring that every interaction is aligned with our customer-first approach.
- Resolve customer challenges promptly, escalating to the appropriate teams while maintaining ownership of the resolution process.
- Relationship Management:
- Develop long-term relationships with customers by ensuring a positive experience throughout their journey with Velocity Global.
- Understand customer needs and provide personalized support to help them achieve their goals, encouraging loyalty and trust.
- Collaboration:
- Work with teams in Operations and other departments to address customer concerns and contribute to process improvements.
- Collaborate with other teams to communicate feedback, trends, and potential solutions to enhance overall service delivery and improve customer satisfaction.
- Customer Satisfaction:
- Monitor customer satisfaction metrics (including NPS) and maintain these scores through exceptional service and issue resolution.
- Enhance the customer experience by identifying areas for improvement and suggesting plans or changes to the team or leadership.
- Process Improvement:
- Contribute to the development and iteration of customer service processes, ensuring they align with best practices and customer needs.
- Help create FAQs, knowledge base articles, and training materials to improve efficiency and reduce response times.
Qualifications:
- Experience in customer service in a B2B or SaaS environment.
- Experience interpreting and responding to customer requests empathetically.
- Experience building relationships with main partners for each assigned customer and care.
- Problem-solving skills and find solutions in high-pressure situations.
- Familiarity with CRM tools and customer support software (e.g., DevRev, Superblocks, Airtable, etc.).
- Experience documenting customer issues in detail and experience delivering outstanding customer experiences.
- Work as part of a collaborative team.
- A with a commitment to maintaining high levels of customer satisfaction.
Skills:
- Experience working with global customers and understanding of international business practices and cultural differences.
- Knowledge of Velocity Global's services or a stay up to date with industry trends.
- Familiarity with NPS (Net Promoter Score) and customer satisfaction tracking.
We are dedicated to fostering diversity and inclusion across our organization, embracing the rich tapestry of cultures, backgrounds, and perspectives that our global team brings together in offices around the world. Velocity Global is an Equal Opportunity Employer committed to empowering individuals from all walks of life to achieve their professional goals with us, regardless of race, religion, gender, gender identity, pregnancy, disability, sexual orientation, age, national origin, citizenship status, or genetic information. We actively seek and encourage applications from diverse candidates, including those with disabilities, and offer accommodations throughout the selection process upon request.
Velocity Global offers a range of benefits tailored to the location and type of role. A general benefits overview is below:
- Flexible Time Off + Parental Leave
- Health and Dental Insurance (where applicable)
- Retirement Savings + Employee Incentive Plan
- WFH Stipend
- Company Bonus + Spot Bonuses
Please visit our career page for more information.
What We Do
Velocity Global accelerates the future of work for anyone, anywhere, anyhow. Its Global Work Platform™ simplifies the employer and talent experience through its proprietary cloud-based talent management technology, backed by personalized expertise and unmatched global scale. The platform offers a full suite of talent solutions, including global Employer of Record and Contractor Management, to help companies onboard, manage, and pay talent in more than 185 countries and all 50 United States.
Founded in 2014, the company has hundreds of employees across six continents, with plans to double in size in 2022.
As a work anywhere company, Velocity Global employees can create a work experience to fit their lifestyle, giving them the freedom to pursue their passion without the hassle of long commutes, rigid schedules and overlapping work-life demands. We empower people to live life fully, supported by a dynamic culture, growth opportunities and unique benefits. In the words of our founder, Ben Wright: “Professional experiences of a lifetime start here.”
