Overview

Job Title: Customer Happiness Hero (native Spanish speaker)

Salary Range: $36,500 – $50,000

Reports to: Customer Happiness Team Lead

The Fluent Forever mobile application is the most successful crowdfunded app in history, and for good reason: we are building the most powerful language learning platform in the world. We are looking for key team members who want to be a part of our rapidly growing company.

Job Summary

The Customer Happiness Hero will support (potential) customers with their language learning goals through all stages of the customer buying cycle, while leaving a positive, lasting impression on them via excellent customer service, utilizing and improving existing resources, and proactively finding ways to make the customer’s day. They will also support our internal team in understanding and meeting our customer’s language learning needs.

Customer Happiness Hero Duties & Responsibilities

  • Help customers and resolve their queries via email support and Facebook/Instagram private messages within 24-48 hours of receipt
  • Engage with our community of language learners, providing assistance and answers via social media, and moderating as necessary
  • Provide responses to user reviews in the app stores
  • Handle NPS survey responses and in-app ratings, and collect and address customer feedback/questions
  • Write, edit, and maintain knowledge base articles and customer support resources
  • Collaborate with the team to support various internal team and customer projects, and work through customer challenges
  • Complete Weekly Check-in Reports
  • Process Facebook Community acceptances as needed
  • Participate in a weekly quality peer review process
  • Participate and in team building activities
  • Participate in maintaining a Community Language Resource Database
  • Work to complete team goals and objectives and manage them as necessary
  • Have a proactive approach and always strive to go above and beyond to delight customers.

Must-have:

  • 1+ year(s) experience in customer-facing roles (such as Customer Support or Customer Success).
  • Professional work experience in a remote environment.
  • The ability to explain common Spanish language concepts to learners.
  • You are a self-starter with a positive attitude.
  • You thrive in a dynamic and fast-moving environment.
  • You have strong attention to detail.
  • You have strong organizational and time management skills, and the ability to prioritize and manage time-sensitive tasks.
  • You are empathetic and love helping others.
  • Experience working in a remote environment is an advantage.

More About You

Are you able to excel in a startup environment? If you’re a good fit for the job, then the following should sound exciting and awesome, rather than panic-inducing and terrible:

  • You are able to work from home
  • You have excellent English language skills, both written and spoken
  • You know how to own your areas of responsibility, to keep your team lead updated with your status, and to be flexible enough to adapt to new needs as they arise
  • Demonstrated ability to identify effective solutions
  • Impeccable ethics and judgment in maintaining highly sensitive and confidential information
  • Strong interpersonal skills/emotional intelligence
  • Proactive and solutions-oriented with experience working in ambiguity
  • You are available from M-F, with a minimum overlap of 2 hours between 8 am – 5 pm US Central Time.

What’s most important to us is finding authentic and responsible people who feel connected to our mission and values, not just folks who check off all the boxes. For that reason, we take cover letters very seriously and encourage folks to highlight their fit for this role and Fluent Forever. In your cover letter, please mention a time you have an idea that benefited your team. What did you do with that idea?

Please submit your application along with your resume and cover letter by 11:59 pm US Central Time on 22 November 2021. 

Hiring Process: Application Review → Task Assignment → No-Camera Screen → Video Interview → Offer extended.

Note: The Offer will be contingent on passing a Spanish assessment, as well as a background check (for US-based folks).