Multilingual Customer Success Specialist

Job Summary

In this role, you will be the frontline ambassador for our clients, providing exceptional customer support and ensuring their success with our services. The Customer Success Specialist is responsible for providing high-quality support to customers through phone and email. This is not a call center role, the successful candidate will proactively engage with our software to provide superior support and business process recommendations to clients. This role requires strong communication skills, technical aptitude, a customer-focused attitude, and the ability to resolve customer issues efficiently and effectively.

Essential Functions/Responsibilities:

First/Second Level handing of support requests (email & phone)

• Responding to customer inquiries and requests in a prompt and professional manner
• Troubleshooting customer issues and providing solutions to resolve problems
• Troubleshooting technical issues and providing step-by-step solutions to customers
• Providing a positive customer service experience and building strong relationships with customers to drive retention and loyalty.
• Collaborate with internal teams to resolve customer issues and drive customer satisfaction
• Escalating complex customer issues to the appropriate department or team member
• Maintaining accurate and up-to-date customer information in CRM (Zoho)

Proactively support and engage customers

• Conduct training sessions for new users
• Educate users on new features, make proactive recommendations for next-best-action to users
• Complete testing matrixes for new features to ensure quality
• Actively monitor reporting to identify outreach opportunities based on real-time user activity

Qualifications

• Ability to read/write/converse Spanish at an expert level
• Ability to read/write/converse English at an expert level
• Proficient with Microsoft Office Suite or related software
• Proficient with CRM software
• Excellent verbal and written skills
• Ability to maintain confidential information
• Excellent organizational skills and attention to detail
• Excellent analytical and problem solving skills.

Education and Experience:

• Minimum 2 years of experience in a customer-facing role required within financial services or SaaS.
• Bachelor's degree in Business, Finance, or related program is preferred but not required.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.

EEO Statement:

Simply Easier Payments is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, or national origin, or any other characteristic protected under applicable federal, state, or local law.

This job description is provided to outline what is expected of the employee in this role during their employment with Simply Easier Payments, Inc. and is not to be construed as an employment contract or guarantee of continued employment. This job description is not designed to be all-inclusive of the responsibilities, duties, and activities of the position, this is subject to change.

Pay: $65,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Flexible schedule
• Health insurance
• Paid time off

Education:

• High school or equivalent (Required)

Experience:

• customer-facing role within financial services or SaaS: 2 years (Required)

Language:

• Spanish (Required)
• English (Required)

Ability to Commute:

• Chapel Hill, NC 27514 (Required)

Work Location: Hybrid remote in Chapel Hill, NC 27514

Salary : $65,000 - $85,000