We are seeking a proactive and professional B2B Customer Support Specialist to join our team. This role is pivotal in ensuring our operating partners' satisfaction and success with our products and services. You will create and present Quarterly Business Reviews (QBR) and be a critical liaison between our partners and internal departments.
Responsibilities: Support & Escalation: Serve as a reliable backup for the frontline operator support team, addressing inquiries via phone queue, live chat, and tickets promptly. Act as an escalation point for disgruntled operators, ensuring efficient and positive resolutions. Collaboration & Communication: Collaborate closely with internal departments to facilitate operator needs and requests, ensuring seamless service delivery. Engage with active operators regularly to understand their needs, address concerns, and demonstrate our product's value. Proactive Problem Solving: Identify and resolve complaints proactively, streamline processes, and implement solutions to prevent future issues, enhancing overall operator satisfaction. Training & Advocacy: Provide comprehensive training and ongoing support to operators, serving as their advocate to enhance their experience and maximize their success. Data Analysis & Reporting: Analyze operator behavior and data trends to gain insights, inform decision-making, and drive continuous improvement in service delivery and customer satisfaction. Prepare and deliver regular QBR presentations to operating partners, providing insights, updates, and recommendations for mutual growth and success. Growth & Development: Proactively identify opportunities to grow enterprise accounts, increase revenue, and strengthen partnerships through strategic initiatives and collaborative efforts. Education: College Graduate Experience: Previous experience in a B2B customer support or account management role. Consultancy Hours: Minimum 40 hours per week, with any time worked over 40 hours requiring prior approval from management. Training: 15 days of training from Monday to Friday, 8:00 AM - 5:00 PM PST (11:00 PM - 8:00 AM PHT). Skills: Exceptional communication skills, both verbal and written. Strong interpersonal skills to build and maintain relationships with diverse stakeholders. Proficiency in CRM software and other relevant tools for managing customer interactions and data. Analytical mindset to interpret data, draw insights, and make informed decisions. Proactive problem-solving skills and the ability to thrive in a fast-paced, dynamic environment. Flexibility to adapt to changing priorities and requirements.
Other Qualifications Must have access to a reliable high-speed internet connection. Must have a computer with the latest model (preferably Core i3 or higher) and at least 8GB RAM. Must be available for scheduled and ad-hoc calls, meetings, and chats during regular weekday working hours. Must have a quiet workspace that is free from noise and distractions. Must have a noise-canceling headset that provides good audio quality for clear communication. Work from Home About Anytime Mailbox Anytime Mailbox, a worldwide trailblazer in the virtual mailbox industry, enables individuals, small businesses, content creators, and digital nomads to establish a real street address with a mailbox at over 2,200 locations across the planet. A virtual mailbox eliminates having to be at a physical location to get postal mail while ensuring you'll never miss your mail. With our easy-to-use app, clients can view and manage their postal mail & packages from anywhere in the world and decide whether they want their mail forwarded, scanned, shredded, or thrown away.
We are genuinely decentralized. Embracing work at home since 2013, we appreciate the value of a flexible schedule and work-life balance. We trust our team members to achieve our common goals that have enabled consistent, rapid promotion from within, long-term relationships, and 100% job satisfaction. Because we are at the starting point of our clients' endeavors, our diverse team members enjoy a shared sense of excitement in solution building. Want to join a team enabling our clients to achieve their dreams?
Our Culture Our company culture is focused on creating a sense of family within our team. We believe that by fostering a supportive and collaborative environment, our employees are better able to thrive and achieve their goals. From company-wide events and team-building activities to daily check-ins and one-on-one meetings, we prioritize open communication and support for our team members.
We strive to create a workplace where everyone feels valued and supported, regardless of their background or experience. Our commitment to diversity and inclusivity extends beyond just hiring practices - we work to ensure that our culture and policies reflect our values and promote a sense of belonging for all.
If you're looking for a workplace that feels like family, where you can work with a team that supports and uplifts each other, then we encourage you to apply today. Let's work together to create a workplace culture that fosters growth, collaboration, and success for all.
Apply today and let's see how we can work together to achieve great things!
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