Envato
Customer Success Officer L1
We value inclusivity and diversity at Envato. Research shows candidates from neurodiverse and underrepresented backgrounds often only apply for roles if they meet all the criteria. We like to make our hiring decisions based on experience and passion, so if you’re keen to apply and need reasonable adjustments please let us know. We also encourage you to let us know the pronouns you use at any point during the recruitment process.
About Envato
Our focus is on helping people to complete their creative projects, with our author community earning every time that happens. Envato proudly impacts the lives of creatives all over the world, from web developers and graphic designers to marketers, videographers, photographers, and more. We’ve built a community where anyone can get their creative projects done, and where creators bring their ideas to life and in the process, earn a living doing what they love. It doesn’t get much better than that!
We are a global and rapidly scaling business. Blending purpose and profit, we're a passionate B Corp, committed to making a positive impact on the communities we engage in. You can read more about our purpose, mission, and values on our website.
We’ve embraced flexibility for a long time - where we can, let’s make work, work for you! We have an amazing office in the Colonia Americana neighborhood in Guadalajara, Jalisco, Mexico.
Purpose
The L1 Customer Success Officer is a key customer facing role responsible for providing a high value customer experience to all Envato users.
What would I work on specifically?
Key Duties & Responsibilities.
- The main functions of this role is to respond to Level 1 inquiries via the Zendesk Support System. With a focus on engaging and efficient dialogue, identifying needs quickly and correctly presenting solutions in a timely manner.
- Use different channels to respond to customer matters, engaging them with questions to correctly identify needs, verify relevant details and ensure issues are addressed completely.
- Use knowledge of products and services and available internal resources to assist troubleshooting and problem-solving.
- Escalate Level 2 and above issues to other departments and managers where appropriate.
- Make positive contributions to the team and internal community by participating in internal discussion and meetings, especially where feedback is requested.
What will get my foot in the door?
Required Technical Skills/Experience
- 3+ years experience in a support or customer service role or demonstrated customer service skills.
- Previous experience in Zendesk, or similar ticketing tools.
- Excellent decision-making skills, with an emphasis on courtesy.
- Ability to adapt to changing technologies and tools.
- Experience with and/or demonstrated enthusiasm for the Internet and technology. (Experience with web based products or SaaS products)Ability to follow instruction and process but also able to question it when it doesn’t feel right.
- Excellent English in both written and verbal communication.
- Remote working experience, self organization.
How do I know if this position is a fit for me?
If you have:
- Customer Orientation
- Investigating skills
- Communication skills
- Judgment Effective abilities
- Listening skills
- Teamwork skills
- Resilience skills
What we offer
Competitive Salary based on qualifications
● 30 days - Christmas Bonus
● 12 vacation days (from the first year)
● 100% holidays bonus
● Private Health Insurance (SGMM)
● 5% Grocery Coupons (With legal cap)
● 5% Savings Funds (Fondo de Ahorro)
● Internet/electricity allowance (monthly paid)
• Profit-share, Mexican entity
● A performance-based bonus program worth up to 10% annually
● Round trip tickets around Mexico to a place you haven’t been twice a year.
● Unlimited e-books
● Paid for educational courses that relate to your work
● Top line equipment
What next?
Submit your resume and answers to the below questions. Good luck!
#Guadalajara #Hybrid
About Us
- We’re BCorp certified & believe in succeeding sustainably as one global team.
- We’re committed to ensuring all our team feel welcome, included, and respected
- We support the flexibility to work from anywhere, great benefits above the law, generous parental leave, wellness programs, social connection and learning opportunities to help you grow.
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Envato is proud to be a 2023 Circle Back Initiative Employer and we commit to respond to every applicant.
Envato: Leading marketplace for premium digital assets and creative services, empowering global creatives to bring ideas to life.
- Founded
- Founded 2006
- Employees
- 500+ employees
- Industry
- Professional Services