Customer Support Agent

Описание вакансии

WHO WE ARE 🌍

We help creators get more out of every conversation with Instagram-focused automations and support for other channels like Messenger, WhatsApp, and TikTok. The result? Better engagement, more sales, and real, sustainable growth.

With a diverse team of 350+ people spread across three continents, we’re building the leading Chat Marketing platform that is used — and loved — by more than 1.5 million customers worldwide.

Meet the Customer Experience team:

We’re the first line of support and the ongoing partners for our customers. We listen with empathy, solve issues with speed, and always go the extra mile, making sure our customers feel heard and supported at every step.

WHO WE'RE LOOKING FOR 🌟

We’re looking for customer support ✨superstars✨ to join our team! This role isn’t just about ticking off tickets and answering emails quickly, this is about delivering outstanding levels of service to our global customers. Our team is fun, kind, and empathetic - if this role and team sound exciting to you, we'd love to chat!

WHAT YOU'LL DO 🚀

• 😊 Provide our users with an outstanding customer experience — it’s a part of our mission to make Manychat users feel happy whilst using our product
• 🎟️ Analyze and respond to queries via ticketing system (no calls)
• 🏋 Become a power user of our product to delight the customers
• ⚠️ Identify cases that need to be escalated and escalate effectively
• 🤝 Share feature requests and effective workarounds within the Support team
• 📊 Collaborate with the broader Manychat team on business objectives
• 🗓️ Attend regular team meetings to identify, discuss, and solve any ongoing projects, process improvement ideas, product features, etc.

WHAT YOU'LL BRING:

• 2+ year of experience in a customer-facing role — the industry doesn’t matter!
• Fluency in English; and Spanish or Portuguese
• Ability to troubleshoot problems, find answers to customer issues, and articulate complex solutions in clear written communication
• Team-first mentality, with an unmatched level of support for teammates
• Ability to work in a fast-paced environment and learn quickly
• Ability to collaborate cross-functionally to understand customer requirements and translate them into effective feedback for the product team

Shifts we’re looking to cover (you can choose from any options below):

• Sun -Thu schedule - 10am - 7pm, San Pedro Sula time
• Sun -Thu schedule - 11am - 8pm, San Pedro Sula time
• Tue - Sat schedule - 10am - 7pm, San Pedro Sula time
• Tue - Sat schedule - 11am - 8pm, San Pedro Sula time

We care deeply about your growth, well-being, and comfort:

• 📚 Annual professional development reimbursement for conference tickets, online courses, and other relevant resources to help you grow.
• 💙 Comprehensive medical, dental, and vision coverage for you and your dependents.

Manychat is an Equal Opportunity Employer. We’re committed to building a diverse and inclusive team. We do not discriminate against qualified employees or applicants because of race, color, religion, gender identity, sex, sexual preference, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, military status, or any other characteristic protected by local law or ordinance.

This commitment is also reflected through our candidate experience. If you have individual needs that may require an accommodation during the interview process, please indicate this in your application. We will do our best to provide assistance throughout your interview process to ensure you’re set up for success.