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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!
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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 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.
Key Duties & Responsibilities
Customer Service & Support:
● Use Envato support channels to respond to customer matters as required and directed by Customer Success leadership.
● Use product and systems knowledge and customer service skills to troubleshoot and resolve enquiries and achieve outcomes in line with Envato values and business goals.
● Take action to solve problems and respond to high priority situations in a timely manner when needed.
● Compose positive, personal and customer centric responses for all Envato customers across our brands.
● Contribute to achieving the productivity and quality goals of the Customer Success Team.
● Participate in ‘test’ or pilot workflows for new products and new businesses where SOPs and documentation may not exist or be complete.
● Triage enquiries with a lense to identify trends or emerging issues and escalate to management where appropriate.
● Cover support tickets for other teams where volumes or staff numbers require it, as instructed.
● Perform other related duties as assigned.
Engagement, communication and other responsibilities:
● Accurately track hours and tasks daily.
● Remain up to date with business changes that affect your role.
● Actively participate in continuous improvement; taking on board feedback and making adjustments to achieve desired outcomes.
● Lead by example promoting the Envato values to a global audience.
● Contribute to the ongoing learning and success of your team through training, upskilling and sharing of knowledge.
● Maintain an organised work environment to encourage efficiency and productivity.
● Assist with documentation or notation of tasks you perform, as appropriate.
● Assist with process improvement and updates to our public-facing help center, as appropriate.
● Make positive contributions to the team and internal community by participating in internal discussions and meetings, especially where feedback is requested.
● Due to the global setup of the Customer Success team, there will be requirements to attend ad hoc meetings outside of standard business hours.
Required Technical Skills/Experience
● 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.
Knowledge and Experience
● 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.
What we offer
● 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
What next?
Submit your resume and answers to the below questions. Good luck!
#Guadalajara
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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