Product Support Specialist (PERU)

We're Sendlane, an established SaaS provider disrupting the eCommerce industry by unifying the marketing tech stack for DTC brands with a unified approach to email, SMS, and reviews. If you’re reading this, it means you’re at least playing with the idea of ditching your current gig and level-up. Look no further, compadre. Have we got a challenge for you…

We’re looking for our next Product Support Specialist Contractor based in Lima, Peru !

Summary:

The Product Support Representative at Sendlane is a subject matter expert who helps our customers unlock their potential and enhance their ability to use our product. In this role, a Product Support Specialist must demonstrate deep product knowledge to enhance the customer support experience, provide excellent communication, hold strong attention to detail, and have the ability to adapt and respond to varying customer inquiries. They must have anatural ability to communicate clearly and concisely via online chat and email is necessary.

To be successful in this role, a Product Support Specialist must be a natural problem-solver who learns quickly, thinks on their feet, is self-motivated, and will go above and beyond to ensure the delivery of an excellent customer experience and communication within the Product Support team.

Responsibilities:

• Provide product support and technical expertise to Sendlane customers through live chat and email, including but not limited to assistance with the registration process, answering product inquiries, defining email marketing and SMS terms or best practices, troubleshooting integration questions, providing resources, and more
• Effectively engage with customers in English to obtain information needed to resolve incidents through listening to the customer’s questions and asking intuitive questions to find the “question behind the question”
• Become a subject matter expert of the Sendlane platform and well-versed in consulting customers on the full breadth of its features and functionality
• Educate customers about platform features, email marketing terms, and best practices.
• Be a collaborative team player by modeling excellent customer service skills, reliability, and overall job habits for the rest of the team
• Prioritize tickets and maintain a high level of customer satisfaction by providing fast and accurate responses
• Escalate inquiries when appropriate and work with internal teams to resolve bugs and prioritize feature requests
• Stay up-to-date on product knowledge, feature functions, internal processes and documentation, and new releases
• Meet personal/team KPIs, including email and chat-response times, and happiness score
• Communicating effectively regarding schedule, vacation requests, and platform questions in Slack with the Team Lead and team, per company requirements
• Availability expectations are: Wed - Fri 10 am - 6:30pm PST and open availability Saturday and Sunday
• Must possess clear and concise English skills

Sounds like something you're interested in? Apply today!

**PLEASE NOTE: This role is LIMITED to candidates within the LIMA, PERU AREA ONLY****