About PartnerHero: We build globally-distributed teams for growing startups, including some of the world’s most exciting technology companies. Our partners trust us with many operational responsibilities, including customer support, sales, accounts payable, product design and localization. We have offices in the US, Honduras, Germany, and the Philippines, with remote associates in 17 countries including Turkey, Brazil, Morocco, Italy, France, Spain, and Japan. Our global approach gives us unique operational advantages AND makes for amazing company culture. Read more about our Core Values at https://partnerhero.com/who

  • JOB TYPE: Full-time (40 hours a week)
  • SCHEDULE: To be discussed in your interview
  • LOCATION: Work from our beautiful Operations Centre in San Pedro Sula, Honduras

REQUIREMENTS

  • Excellent (near-native) written English is a requirement for this job
  • Amazing customer service sensibilities
  • Proactive attitude and ability to work remotely with limited supervision
  • Strong reading comprehension and problem-solving skills — great Support Heroes know how to “read between the lines” to give customers the help they need
  • More web, computer, and smartphone-savvy than the average person
  • The desire to stretch yourself and learn new skills

Bonus points: (If you don’t know these things already, you’ll need to learn them on the job)

  • Understanding of HTML and CSS
  • Background providing customer service for a technology company
  • Experiencing using CRMs (like Zendesk)
  • Experience using bug ticketing platforms (like JIRA)

RESPONSIBILITIES

  • Provide friendly and helpful responses to customer support tickets via email
  • Master the product you support, learning all of its nuances and keeping up-to-date with the latest updates and support policies
  • Troubleshoot technical issues reported by customers, offer solutions, and file detailed bug tickets for any undocumented issues you vet and confirm
  • Keep track of common pain points and feature requests that customers express and surface these insights regularly
  • Regularly suggest new help articles and canned messages that can be used to address common customer questions

Your performance is measured by looking at:

  • Customer satisfaction ratings
  • Total support tickets resolved, weekly and monthly
  • Your Reliability and self-management
  • Your proactive attitude toward ticket handling and suggesting improvements to the customer experience
  • Whether your work reflects PartnerHero’s core values (humility, ownership, growth, and care)

Paperwork needed before the start date:

Please make sure to get these documents as soon as you start the application process.

  • Valid Criminal records (Antecedentes penales)
  • 3 copies of your ID
  • Health card

BENEFITS

  • Competitive salary compensation based on experience
  • Permanent contract
  • Attractive benefits package
  • Private Insurance
  • Payment in US Dollars

NOTE: The entire application must be completed in English.