Customer Service Agent

About the role

Join Sezzle as a Customer Service Agent and help users with their inquiries. This role involves troubleshooting and providing clear guidance to customers using Sezzle's services. You will work in a fast-paced setting, offering support and contributing to customer satisfaction.

Key facts

What you'll do

• Deliver clear, prompt, and empathetic support to consumers.
• Become an expert on Sezzle's product details.
• Resolve customer questions, from simple to complex, via email, live chat, and phone.
• Collaborate with the customer support team.
• Gather customer feedback on Sezzle services and share insights with Product and Development teams.
• Champion customer needs, identifying and addressing areas for product or process improvement.
• Propose new solutions based on customer experiences and communicate trends to leadership.

Requirements

• Excellent communication and interpersonal abilities.
• Fluent in both written and spoken English.
• At least 3 years of experience in customer support within a fast-paced environment.
• Demonstrated ability to manage multiple tasks and take initiative.
• A drive to investigate system details to solve customer issues.
• Experience with email, phone, or live chat for complex troubleshooting and problem resolution, ideally with software.
• Fluent in written and spoken Spanish.
• Bachelor's degree or equivalent education and experience.

Nice to have

• Experience with Zendesk, LiveAgent, or Jira.
• Proficiency in a third language.

Skills & tools

• Email support
• Live chat support
• Phone support
• Troubleshooting

Practical notes

• This is a remote position, but you must reside and work from Bogota, Colombia.
• The role includes 3-4 weeks of training.
• Full availability is required for the first 2 months, with no vacation approvals during this period.
• The shift is fixed and based on Central Standard Time.
• The monthly salary is 3,000,000 COP.
• A performance bonus of 15%-25% of the monthly salary is offered.
• Additional benefits may be provided after performance review.