Customer Experience Technician

Hi there!
We are South and our client is looking for a Customer Experience Technician!Note to Applicants:Eligibility: This position is open to candidates residing in Latin America.Application Language: Please submit your CV in English.
Applications submitted in other languages will not be considered.Professional Presentation: We encourage you to showcase your professional experience by including a Loom video in the application form.
While this is optional, candidates who provide a video presentation will be given priority.Job Summary:As a Customer Experience Technician, you'll be at the forefront of delivering exceptional support to photographers, understanding their unique needs, and empowering them to succeed with our platform.
This role combines hands-on customer support, workflow optimization, and technical problem-solving—with a focus on automation and AI-driven efficiencies.Key Responsibilities:Customer Support (75%)Deliver Exceptional Support:Maintain a 90%+ CSAT score while handling at least 100-150 tickets per week with a fast first response time.Troubleshoot and resolve customer issues with clarity and efficiency.Technical Troubleshooting & Process Optimization:Identify recurring customer pain points and propose scalable solutions.Collaborate with internal teams to advocate for customer needs.Technical & Automation (25%)Automate & Optimize Support Workflows:Identify inefficiencies and implement automation-driven solutions to enhance the customer experience.Regularly research and improve chatbot performance, reducing drop-off rates and enhancing AI responses.Payment & Cashout Process Support:Failed Payments Automation – Ensure the failed payment process is fully automated within 30 days through automation and proactive support.Cashout Processing Efficiency – Ensure the cashout process is fully automated within 60 days.Duplicate Tickets – Actively contribute to Help Desk ticket automation to reduce repeat inquiries.Continuous Improvement & Innovation:Proactively seek out ways to streamline and scale the support experience.Stay ahead of trends in AI, automation, and technical support best practices to improve the company´s customer experience.Qualifications:Proficient in English: Strong written and verbal communication skills to support English-speaking customers.Customer Service Experience: Background in customer support with a focus on satisfaction and issue resolution.Critical Thinking: Ability to analyze situations and make informed decisions independently.Empathy and EQ: High emotional intelligence, with an empathetic, patient, and solution-oriented approach to customer interactions.Tech-Savvy: Comfortable with online platforms, AI, and quickly learning new tools.Team Collaboration: Proven success in working with teams towards common goals.Adaptability: Ability to thrive in dynamic, evolving environments.Initiative and Drive: Demonstrated self-motivation to solve problems and improve processes.Preferred Skills:Team Leadership: Experience managing, mentoring, or guiding teams, especially in support or customer service environments.Tech Stack Knowledge: Familiarity with HubSpot, Slack, Notion, Asana, and Google Drive.Process Improvement: Ability to identify inefficiencies and implement streamlined processes that increase team productivity and customer satisfaction.Experience working with Photographers: Knowledge of the challenges and demands of photographers' work, which helps provide tailored support and anticipate common needs.Compensation: $1,300 - $1,600 USD / month.Bonus Structure: 10% Discretionary Bonus, paid out 3x a year.If this opportunity sounds good to you, send us your resume!
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