Customer Service Specialist

About Higlobe

We are an international payment platform that moves money instantly and with zero transaction fees. Our product is specifically designed for international professionals; overseas freelancers, contractors and independent workers with US business clients. We understand that having an easy payment method can bring more jobs and opportunities for international workers with a global mindset. We charge a flat monthly fee for customers' US receiving bank accounts that doesn’t fluctuate with the number of transactions made – allowing our customers to keep all of their money.

We are a fully remote team with members working across various countries, all coming together to create an amazing product to support international companies and professionals.

About the Customer Success & Marketing Specialist Role

As a Customer Success Representative your core responsibility will be providing fast, painless, and accurate customer support via email, live chat, phone, and/or social media. Additionally, you’ll be helping to manage social media accounts for Higlobe in Brazil.

You’ll become a Higlobe product expert! Not only will you provide guidance to customers about how to use the product, but you’ll also troubleshoot technical issues when they arise, liaise with the development team, and ensure the customer is continuously informed.

The working schedule required for this role will be 9:00 am - 06:00 pm (GMT-3) from Monday - Friday given that the Higlobe customers are located in Brazil.

You’ll spend time on the following:

• Answering support inquiries in both English and Portuguese creating truly successful customer experiences by helping to:
  • Educate customers on best practices
  • Drive adoption
  • Reduce churn
• Proactively reaching out to customers to help with onboarding and collecting feedback
• Analyze customer data and provide customer feedback to other teams, identify areas for improving the customer experience and internal processes
• Partner in managing local social media efforts to serve both our prospective and existing users. Ensure all concerns from all communication channels are being handled with unparalleled Customer Service.
• Creating internal procedures, reports, FAQs, and content for our user-facing communication channels.
• Aid in product design and test the platform and new features to ensure the highest quality.
• Supporting the marketing team on competitor research, Portuguese translations, user acquisition projects, and content creation.

Here’s what we are looking for:

• You are inspired by our mission to bring a low-fee payment service to professionals working with companies outside their own countries.
• You are passionate about Customer Success and have experience working in a customer support role for a financial product for at least 2 years.
• You are natively proficient in verbal and written Portuguese and can communicate both verbally and in writing in English.
• You’re an incredible communicator and an excellent writer. You can take complex subjects and break them down using clear and simple writing.
• You’re comfortable troubleshooting issues and are excited to increase your technical knowledge.
• You don’t let unforeseen events affect you so you can keep handling difficult customers with ease and professionalism even under pressure.
• You’re organized, detail-oriented, and self-sufficient. You thrive working independently in a remote environment, but know when to ask for help.
• You embrace a culture of giving and receiving feedback and the opportunity to grow and improve.
• You are comfortable advocating for the customer to help improve the product.

Bonus points if…

• You have previous knowledge of Monday, Zendesk, Confluence, Jira, and support ticketing platforms.
• You have previous Social Media Management experience.

If you think you’d be a good fit for this role, even if you may not meet all of the requirements, we’d love for you to apply! At Higlobe, we strive to create an inclusive culture that encourages people from different backgrounds to bring their unique, diverse perspectives to work. We aim every day to build an environment that empowers us all to do our best work.

Perks

• Global, fully remote company
• Competitive Package, bi-monthly payouts

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.