Overnight Customer Experience Specialist II

Role Details 
Type of Support: Live Chat and Emails
Contract Type: Full-time
Training Schedule: Monday - Friday, 7:00 am - 4:00 pm 
Work Schedule: 1 Shift: Monday to Friday 11:00 pm - 8:00 am / 2 Shift: Monday to Friday 7:00 pm to 4:00 am 
Work type and Location: Remote - San Pedro Sula & Tegucigalpa | You are required to go to the office two days a week during training, with the specific days to be defined
Start Date: January 27, 2025

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
PartnerHero is looking for talented folks to join our Customer Support Teams. We look for candidates who are analytical and curious. You will be focused on ensuring that customers receive best-in-class service and have access to the help they need to be successful. We have a range of opportunities available in different industries which include Edtech, eCommerce, Fintech, Health, Wellness, and More. Our interest is to match your unique skills, experience, and interests with our company and our partners. As a PartnerHero employee, you will have the opportunity to build your career with the support you need, no matter if you are breaking into the industry.

What You’ll Do:

• Serve as a first responder for inbound communication through our site
• Answer customer questions and provide how-to help on capabilities, with a focus on reducing customer effort and furthering product knowledge
• Escalate and diagnose software issues; work with our product and engineering teams to solve complex product issues
• Follow site issues to resolution and customer satisfaction
• Proactively reaching out to customers who show signs of user error
• Identify processes that need to be improved and evolved. 
• Maintain expert product knowledge and stay well informed of new and existing features.

What We Expect From You:

• 1+ years of experience in customer and tech support roles with a technical aspect beyond basic support.
• Excellent English skills spoken and written (EFSET results from C1 or C2 level)
• B2B and SaaS experience
• Excellent problem-solving and communication skills
• Ability to maintain composure and focus under pressure in challenging situations
• Ability to replicate issues on their accounts to determine if an issue is a bug or expected behavior.
• Back-end experience in technical troubleshooting and database management.
• A self-starter mentality with an emphasis on continuous learning and initiative in seeking out and implementing solutions. 
• Familiarity with Public Relations Industry and Boolean Searching is a bonus.
• Previous experience working after-hours

What You’ll Get In Return:

• Competitive Base Salary
• Generous paid vacation
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• 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].