Customer Hero – Email & SMS

Role Details

Type of Support: Emails and SMS
Position type: Temporary (90 days) 
Training Schedule: Monday to Friday; 9:00 am - 6:00 pm
Work schedule: Thursday to Monday; 9:00 am - 6:00 pm (subject to change with daylight savings) | Tuesday and Wednesday off 
Work type and Location: Hybrid - San Pedro Sula & Tegucigalpa | You are required to go to the office on Mondays and Tuesdays during the first 60 days of employment 
Expected start date: March 06, 2025
About Us
A little about us. We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.

We are recognized as a Most Loved Workplace, and we think it’s because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day-to-day, and thrive.

The Role
Do you like helping others? PartnerHero is looking for talented folks to join our Customer Support teams. We have a range of opportunities available for people who have built a career in the customer support space and those looking to break into the industry. We are interested in matching your unique skills, experience, and interests with one of our many Partners across various sectors including Edtech, eCommerce, Fintech, Health and Wellness, and more. As a PartnerHero employee, you’ll have the support you need to develop and grow your career. 
The reason you join won’t be the reason you stay.
What you’ll do:

• Clear work expectations and outlined labor distribution schedules
• Opportunity to grow and learn new skills
• Ability to shine under limited supervision
• Be an integral part of the team by providing world-class live or online support through excellent, friendly, positive customer service via phone or email/SMS channels.
• Help customers solve problems with strong troubleshooting, reading comprehension, and problem-solving skills by providing accurate information, troubleshooting problems, and ensuring customer satisfaction.
• Investigate and resolve customer complaints or concerns, collaborating with relevant internal teams to ensure timely resolution and customer satisfaction.
• Opportunity to provide feedback on customer requests, issues or pain points
• Ability to work independently and collaboratively
• Personal Reliability and Self-Management
• Develop a genuine passion for customer satisfaction and delivering exceptional customer service.

What we expect from you:

• Flexibility to work on-site and/or from home.
• Schedule flexibility to work AM or PM shifts.
• Excellent English skills - spoken and written (EFSET results from C1 or C2 level)
• Empathy and patience to handle customer concerns and provide personalized support.
• Provide excellent, friendly, and positive customer service via email, phone and text messaging
• Strong troubleshooting, reading comprehension, and problem-solving skills to provide customers the help they need
• Track common pain points and feature requests customers express and share your insights regularly
• Savvy with web, computer and smartphones
• Background with supporting customer service for e-commerce companies
• Experience using CRMs (like ZenDesk)
• Experience using ticketing platforms (like Jira)
• Experience providing technical support (bug fixes, access, etc)
• Confidence using different channels of communication such as phones or SMS

What you will get in return

• Full-time with the potential for overtime if requested
• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture is at our core

Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].