We are seeking a proactive and detail-oriented individual to manage our customer email communications. In this role, you will oversee a designated customer email account, ensuring that all inquiries are addressed promptly. Responsibilities include checking the email account at regular intervals—every 1.5 to 2 hours, responding to customer inquiries, and escalating complex issues as necessary. If there are no new emails, no action is required. Typically, our customers send no more than about 10 emails per week.
Key Responsibilities:
Monitor and respond to customer emails promptly and professionally.
Escalate issues that require specialized attention to the appropriate internal team members.
If escalation is needed but team members are unavailable, communicate with customers that their issue is under review and will be addressed shortly.
Submit an end-of-day report summarizing actions taken and highlighting any unresolved issues.
Skills Required:
Excellent communication and comprehension skills, bilingual in Spanish and English
Must possess experience with Google Workspace tools and Slack for effective collaboration and communication.
Strong organizational abilities to manage multiple tasks effectively.
Ability to work independently and remain accountable.
Availability:
Must be available to work from 7 AM to 7 PM or 8 PM Pacific Time.
Compensation:
You are required to track your work hours and log all customer interactions for payment purposes.
Application Process:
Please submit your resume and a brief cover letter detailing your experience in customer success and project management, as well as your availability.
