CUSTOMER SUPPORT


General Details

What are we looking for?

An experienced Customer Support Representative with knowledge on Tech Support, Customer Care, and Problem Solving to join the Placeit Customer Support team.

What would I work on specifically?

You will assist Placeit.net customers all over the world in creating digital assets and seeing the value in subscribing to our product. You will also assist with QA and improvement suggestions of Placeit that would facilitate customer conversion and overall experience. Placeit is Envato’s main product in the DIY space (Do It Yourself) and it’s run entirely from the Mexico office.

What general skills do I need to perform well in this position?

You need to know how to:

  • Be organized and smart.

  • Be technically curious (learning on your own).

  • Have a serious interest in understanding the goal behind your work.

  • Push for doing things the right way the first time around.

  • Have empathy for our customers.

  • Resolve customer issues on the 1st interaction.


What soft skills do I need to perform well in this position?

You need to be familiar with the following:

  • Strong English, written and spoken.

  • Great communication skills.

  • Background in customer service.

  • Intermediate computer skills.

  • Strong problem-solving skills.

  • Multitasking abilities.

Great skills to have

  • Experience providing technical support

  • Experience with design tools


Job Description

What would be my main tasks?

Here is a list of what we consider baseline fundamentals that you need to be familiar with:

  • Providing quick, accurate and friendly customer support via email, chat, social media and on the phone within established KPI goals.

  • Detect and track trends in customer requests.

  • Solve customer billing issues.

  • Update and maintain customer records.

  • Assist customers with simple image editing requests.

  • Forward customer emails related to bugs, content suggestions, requests to appropriate team and follow-up with customers.

  • Keep up to-date with the latest updates and changes to Placeit’s offering and features.

  • Assisting with QA when needed.

  • Proactively suggest opportunities to improve customer experience.


Who will I be reporting to?

You will be reporting to the Customer Support Manager.

How’s the work/life balance there?

We have flexible schedules, but are looking to extend our support hours to customers that reach out over the weekend and after 6 PM on weekdays.

Can I work remotely?

We’re generally not considering remote workers at this point. We ideally want you to be here in our GDL office.

Will you pay for my relocation?

Yes.

About Placeit in Envato Mexico

We started as an agency, called Freshout in 2008. We developed new products for companies such as Linkedin, Telefonica, eBay. When we realized we couldn’t control the products we built through our clients, we started to invest in our own products. We bootstrapped our way to a product company in late 2014. We were acquired by Envato in late 2017!


We currently have 210 employees in our GDL office. Between our products, we serve over 8m users. This is not some satellite office where we send some of the “special” work. We invest heavily in the education and progress of each member of our team. We have full autonomy over what we build and there are no clients forcing our hand to build unnecessary features.


Placeit is used by thousands of users including big names like Adobe, Yelp, Facebook, Google, Salesforce, IBM, and Netflix. We’ve tripled in size over the past year and have thousands of paid subscribers.



Salary and Benefits

Salary
$20,000 MXN Gross depending on skills and experience.

Work schedule

  • Available to work weekends

  • Schedule flexibility

Benefits

  • Private Medical Insurance

  • Saving funds

  • Full Law Benefits

  • Profit sharing (5% of company profits)

  • Pay for roundtrip tickets to anywhere in Mexico 2x a year

  • Inflation adjustment of salary

  • Paid for educational courses

  • Unlimited ebooks / books

  • Top line equipment

  • Central location (Lopez Cotilla 1599) See the map: https://goo.gl/maps/ejVbWc2tm9Wh8Smv5

  • Paid for Friday lunches, fruit, coffee, subsidized snacks

  • Impact on lots of users (over 8m users) / fast growing


For more detail in our benefits click here: http://envato.mx