The Customer Support team at Binti is a critical part of the companys future success. The Customer Support Associate solves external support tickets while delivering high-quality solutions through professional-level communication and advanced troubleshooting skills.
*What Will You Do*
* Assist customer support by taking incoming service calls, responding to email inquiries, and connecting with Binti users over live chat
* Pro-actively get feedback from customers on the product and give this feedback to the product team
* Able to wear many hats at an early-stage startup, helping in other areas where needed
* Creation of product troubleshooting guides to assist Customers and teammates
* Maintain practitioner level knowledge on product features, advantages, benefits for effective communication
* Advocate on behalf of the Customer to other departments to ensure Customer needs are met
* Provide recommendations and best practices for emerging opportunities that assist in achieving Bintis organizational goals
* Meet and exceed overall Customer Support satisfaction goals
* Attend meetings and other company functions necessary to perform duties
*Who You Are*
* Experience in a business customer-facing role
* Must be willing to work shifts between 6AM-7PM PT
* Self-motivated and capable of working independently, owning projects from inception to completion
* Exceptional attention to detail
* High degree of emotional intelligence and empathy; able to build relationships with foster agency customers
* Comfort with uncertainty and ambiguity
* Ability to multi-task and adapt to a fast-paced environment
* Excellent verbal, written, and interpersonal communication skills
* Open to feedback, learning and improvement
*What They Love About You*
* 2 years experience in a customer success or customer support role
* Ability to communicate through written and verbal communications with customers in both Spanish and English is preferred
* Proven track record of delivering measurable results preferred
* Strong collaboration and teambuilding skills
* Excellent, time management, organizational, and planning skills
*Perks And Benefits*
* An above market compensation package (Base + Equity)
* Excellent medical, dental, vision, and life insurance benefits
* Flexible vacation time to promote a healthy work-life blend, targeting 20 days/year
* 12 weeks of paid parental bonding leave for the arrival of a newborn or newly placed infant
* 13 Federally observed holidays including Juneteenth + Election Day
* Sick/Mental Health time separate from vacation days (72 hours)
* 4 weeks of sabbatical after 4 years of service at the company
* Paid Jury Duty
* Option to allocate pre-tax dollars to 401K with 100% match of your contributions up to 4% of your annual salary, commuter benefits, FSA, and DCSA with administration paid for
* Virtual home office setup includes $1000 reimbursement
* $100 Monthly remote work stipend to cover internet, electric, or home office setup costs or $250 monthly for a co-working space
* Weekly reimbursement for lunch
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