Envato
Senior Customer Success Officer
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 purpose of this role is to provide operational support to the Customer Success Team Leader in Mexico to ensure that the day-to-day needs of the team are met. This includes a high focus on quality assurance and feedback to the team.
Key Duties & Responsibilities
● This role will have strong focus in the Quality Assurance side of the Customer success process, will be responsible to complete ticket reviews and assess against our quality framework.
● Will identify areas for improvement in current practices and processes and provide feedback to the Team Leader on key areas of development.
● Assist in the development of processes to increase efficiency and service quality in line with team goals.
● Collaborate with the team and internal stakeholders to understand and implement best practices.
● Assist with ticket escalations to provide accurate and timely resolutions and also will assist with answering support enquiries as required.
● Monitor individual and team metrics and performance indicators.
● Provide coaching, mentoring and support to the team.
● Assist with incident management response.
Required Technical Skills/Experience
● At least 2 years experience in a customer service/QA role (Desired)
● Strong background in dealing with scalations.
● High level of customer service skills.
● Ability to give a voice to customer needs internally
● Ability to balance business requirements and customer needs with a positive outcome for both.
● Strong and proven planning & organising skills.
● Experience with excel and reporting tools.
● Experience using help desk ticketing systems such as Zendesk, Intercom, Freshdesk, is desirable but not essential.
● Excellent English in both written and verbal communication.
Required Professional Competencies/Experience
● Customer orientation.
● Interpersonal Effectiveness.
● Communication.
● Analysis/Problem Solving.
● Investigating.
● Quality Orientation.
● Judgement.
● Teamwork.
● Planning.
#LI-Remote
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 ebooks
● 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!
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 2024 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