Customer Support Specialist

hace 4 meses

Bogotá Cundinamarca, Colombia Tidio A tiempo completo

**Location**: Colombia, Mexico, or Brazil, remotely (with access to coworking spaces in your city)

**Form of employment**: Contract of employment or B2B contract (self-employed).

**We are a fast-growing tech company created by experienced international talents. Our product is a top-rated online platform for small and medium businesses to grow sales through outstanding customer service. Our goal is to create a frictionless customer experience for individual users and, at the same time, help entrepreneurs worldwide grow their businesses by giving them access to a top-notch AI-driven tool.**

**Working at Tidio means impacting thousands of companies and millions of their users. But our clients are not the only ones who can grow with us. By joining Tidio, you can grow, too**

**A few facts about us**:

- Our product is one of the world's leading AI customer service solutions, and our goal is to become no. 1.
- We are among the Top 50 AI and Customer Service Products in G2’s Best Software Awards 2024.
- We currently rate at 4.7/5 in both Shopify and G2.
- The new **Tidio AI** feature (Lyro) answers up to 70% of customers’ questions in seconds and is available to users even on a free plan. It’s a real AI revolution
- Every month, our widget is viewed by 350 million unique users, which is 4% of the global population.
- Currently, we hire over 170 fantastic people.
- In March 2022 we secured $25 mln in a Series B Investment round (read TechCrunch’s article to learn more)
- In June 2023, our monthly MRR exceeded $1M.

**Would you like to see what working with us looks like? Check out our #GrowWithTidio video**

**As a Customer Support Specialist, you will**:

- Work between Monday to Friday on **two shifts: 5:00 am - 1:00 pm** or** 9:00 am - 5:00 pm MST**. Occasional 2-hour weekend shifts may rotate.
- Support customers via THD (ticketing) and live chat.
- Maintain product knowledge and use available resources to troubleshoot effectively.
- Address and resolve inquiries related to legal matters, billing issues, product functionality, pricing details, and troubleshooting technical problems.
- Filter and transfer actionable feedback to the Product Team.
- Promote our spotlight initiatives based on customer needs.
- Encourage satisfied customers to recommend our service.

**You are the perfect fit if you have**:

- ** 1+ years of **experience** in customer service roles;
- C1-level English proficiency with excellent written and verbal communication skills;
- Expertise in managing difficult situations and customers, identifying unstated needs, and asking the right questions to provide personalized solutions;
- A troubleshooting approach like a private investigator—testing and recreating issues to resolve them;
- Demonstrated mastery in chat handling, with the ability to:

- uncover customer needs through focused attention and insightful questions,
- take ownership and commit to finding the right solutions,
- provide accurate, comprehensive answers while educating customers to prevent future issues,
- maintain professionalism, empathy, and responsiveness, ensuring timely communication.
- A proactive mindset in seeking solutions and improvements to enhance work efficiency and effectiveness.
- A goal-oriented focus, prioritizing customer satisfaction and delivering top-notch support.
- Strong communication skills and a passion for problem-solving, with the ability to lead conversations independently—no rigid scripts.

**Bonus points will be given for**:

- Tech and/or e-commerce interests, especially basics of coding, editing CSS, and designing websites.

**We would like to offer you**:

- Work with an experienced team that continually shares knowledge and is not afraid of testing new solutions;
- Great development opportunities - company-supported courses and conferences;
- 26 days off guaranteed in a year;
- Possibility to work 100% remotely or book a Regus coworking space in your city;
- Individual work tools - Dell screen, JBL headphones? You can tailor the equipment to your needs;
- Mental well-being program - individual therapy sessions and resources for employees;
- Free access to one of the most popular e-book/audiobook services;
- Regular integration events (company-wide meetings, team events);

**What happens when you send your resume?**
- If your CV meets our expectations related to the position, you will receive an invitation to the English test;
- An interview with a recruiter;
- A trial meeting - you will have a chance to work with our customers and learn more about our tools and processes;
- Offer and fireworks
- Diversity Statement_

**We now rate at 4.6/5**

**90% recommend us to a friend**

Read our reviews

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