Customer Care Specialist

Description

We're seeking a Customer Care Specialist with a strong and passionate attitude to join our remote SaaS team. If you're a self-motivated problem solver who thrives in an autonomous environment, we want to hear from you! Our Customer Care team is the first line of defense for resolving inquiries from our Customers and Applicants, troubleshooting software issues, and ensuring they get the most out of our product.

Key Responsibilities :

• Frontline Support : Handle customer inquiries via phone, email, and chat, resolving requests promptly and independently.
• Troubleshoot & Solve : Analyze and resolve technical issues, utilizing your critical thinking and technical aptitude. Escalate only when necessary.
• Product Guidance : Educate customers on best practices and features, staying current with product updates to offer the most relevant advice.
• Billing Assistance : Manage billing inquiries and updates with accuracy.
• Record & Track : Document customer interactions thoroughly and ensure issues are tracked for follow-up.
• Collaborate with Teams : Work with cross-functional teams to escalate issues and provide feedback to improve our product.
• Drive Continuous Improvement : Proactively identify trends and provide insights to improve our services and customer satisfaction.

Top Qualities We're Looking For :

• Self-motivation & Initiative : You thrive in a remote work environment, taking ownership of tasks and solving problems without needing oversight.
• Time Management & Prioritization : You excel at juggling multiple tasks, and prioritizing effectively to meet deadlines and customer needs.
• Clear Communication : Strong written and verbal communication skills are key, as you'll interact with customers across various channels, adapting your style to each situation.
• Problem-Solving Ability : You're a natural troubleshooter who loves to dive into challenges and develop efficient solutions.
• Dependability : You're reliable and can be trusted to get the job done on time, every time, even when working remotely.
• Adaptability : Comfortable in a fast-changing SaaS environment, you can quickly adjust to new features and customer needs.
• Customer-Centric Mindset : Empathy and patience come naturally to you, and you're always striving to create the best experience for our users.
• Resilience and Growth Mindset : You bring a positive attitude, open-mindedness, and a drive for continuous personal and professional development, actively seeking opportunities to learn and improve.

Benefits and Compensation :

• Fully Remote & Flexible : Work from anywhere with a stable internet connection, and enjoy a schedule that fits your life while meeting business needs.
• Unlimited Paid Time Off : Take the time you need to recharge.
• Generous Holidays : Enjoy over 20 company-observed holidays.
• Equipment & Tech Support : Get a new laptop and an annual equipment stipend to keep you connected and efficient.
• Comprehensive Health Benefits : Available to all team members in the US and Canada.
• Great Team Culture : Join a fun, dynamic team that values collaboration and creativity-we're not a regular company, we're a cool company!

HigherMe is proud to be an Equal Employment Opportunity employer. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Requirements

• Previous customer service experience (SaaS, retail, or hospitality preferred).
• Strong technical aptitude and problem-solving skills.
• Ability to work independently and manage time effectively.
• Familiarity with help desk software and customer support tools.
• Must be able to work 10am-6pm EST, with flexibility for rotating weekend coverage.
• Nice to have : Bilingual in French and English.

Company Information

HigherMe is a growing applicant tracking software company in the HR tech space that helps restaurants find and hire great talent.

Restaurants of the world's top brands such as Tim Hortons, A&W, Popeye's, White Castle, McDonald's, Domino's, and many others, use HigherMe every day!