L2 Customer Success Officer
October 11
Description
• 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. • 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! • Purpose • The Elements Customer Success Officer is a key customer-facing role responsible for providing a high-value customer experience to users of Envato’s Elements. • Role Overview • The main functions of this role include responding to enquiries through a variety of channels with a focus on engaging and productive dialogue, identifying needs quickly and correctly and presenting solutions in a timely manner.
Requirements
• Fluent English communication skills, both written and verbal. • Highly regarded interpersonal and communication skills. • Reliable and able to work independently without direct supervision and under pressure. • Excellent decision-making skills with an emphasis on striking the balance between customer and Envato needs. • Ability to adapt to changing technologies and tools. • Ability to cope with repetitive or continuous support queries. • Conflict resolution skills and a mature and positive attitude towards difficult situations. • A sincere desire to help people and to solve their problems. • Be available to work on weekends. • Have at least 60% of CSAT. • Minimum of 2 years experience in a support or customer service role, or demonstrated customer service skills. • Experience using help desk ticketing systems such as Zendesk, Intercom, Freshdesk, etc. • A basic familiarity with Adobe Creative Suite products and Microsoft Office products, such as Excel and Word. • Experience with and/or demonstrated enthusiasm for the Internet and technology (including web design). • A familiarity with the Envato network and community.
Benefits
• 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 • 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
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