Feb 26
You will go on an exciting journey as our Customer Support Specialist, driving new product development, customer insights, and even sales prospects, all while offering our users outstanding assistance and acting as the voice of the customer.
As our Customer Support Specialist, you will play a pivotal role in ensuring our customers receive exceptional assistance and support. You'll serve as the first point of contact for our customers, providing assistance through various channels such as email, chat, and others. Your responsibilities will include addressing customer inquiries, troubleshooting technical issues, and guiding users on how to effectively utilize our platform.
Becoming a product and language expert will be essential, allowing you to share your knowledge with customers and help them derive maximum value from Happy Scribe.
Key Responsibilities:
Serve as the first point of contact for our customers, providing assistance via email, chat, and other communication channels on Intercom.
Address customer inquiries, troubleshoot technical issues, and provide guidance on using our platform effectively.
Onboard new users and guide them through the account setup process to ensure a smooth and seamless experience.
Become a product and language expert and share your knowledge with customers to help them maximize the value they derive from Happy Scribe.
Collaborate with cross-functional teams to escalate and resolve customer issues, and advocate for customer needs and feedback.
Maintain accurate records of customer interactions, feedback, and support tickets.
Contribute to the continuous improvement of our support processes and resources, including updating documentation and FAQs.
We are looking for exceptional individuals who will embody a customer-centric focus, demonstrating a genuine passion for delivering exceptional service and creating positive experiences for our customers. Your dedication to customer satisfaction will shine through in every interaction and decision you make.
You will bring:
Previous B2B customer-facing experience (ideal), paired with business acumen and collaboration skills (essential). You'll not only focus on customer support tasks but also contribute to cross-functional projects and initiatives, fostering a collaborative team environment. For example, you'll spot trends and opportunities and turn them into a project with business impact.
Empathy and patience, which allow you to understand customers' concerns while providing satisfactory solutions.
Excellent verbal and written English
Strong problem-solving, prioritisation and multitasking skills, which allow you to tackle customer inquiries and technical issues that have different levels of urgency and complexity.
Curiosity and creative thinking, as you'll be challenged with solving complex problems and exploring innovative solutions.
Attention to detail, ensuring accuracy in your responses and documentation, contributing to a seamless customer experience.
Growth mindset and ownership mentality: you will continuously seek learning and personal development opportunities, with the aspiration to grow within the company, and take the initiative to identify and implement improvements, exceeding customer expectations at every opportunity.
Previous experience in the language industry would be a great bonus, but it's not a requirement.
Besides being highly in English (this is a requirement), you also speak French or German
Competitive salary — our salaries in the top percentiles of the Barcelona startup scene.
Equity — By joining the company when the team is so small, you’re helping us set the foundations of our future success. We're asking you to come on an adventure, so if we find a treasure, we want you to get a piece.
Have an impact on millions of people — Change how users and language professionals make transcriptions, translations and subtitles.
Work with a small team of bright people — When we talk with most people, they have a hard time understanding how we got so far with so few people. Looking at this, we're close in ARR to a typical Series B company, but our ARR per employee is 10x the industry average.
A company culture built on trust, autonomy, and independence
Infinite runway, no investment pressure. We are 100% bootstrapped and profitable. Every penny spent comes from happy customers who are paying for a product they value. Many tech companies are laying off staff because they grew too fast and need funding to survive. We prioritised profitability and sustainable growth, and are not impacted by funding shortage.
Mental health support — We have partnered with Oliva to offer you the best mental health support, from day 1. You can access 1-1 online therapy as often as you need to and it’s 100% confidential.
Flexible working hours — Work on the schedule that makes you the most happy and productive. Here's more info.
30 days per year vacation time — To relax and recharge your batteries whenever you need to.
€1,000 per year travel bonus — We live in a distributed world where most people have friends and family spread around the globe. We don’t want finances or distances to get in the way of spending time with the people you care about. This perk will help you stay closer to them.
We make it work — Have kids? Live far away? Do you have a non-normative life setup? The thing we care the most about is the team. Once we know we want to work with you, we make it work.
In-Person culture — We believe nothing beats the magic of great people working together in person, in and outside of working hours. Expect meaningful, laughter-filled conversations over shared meals, cocktail nights, team-building activities like customised murder mysteries, and more!
Beautiful office in Gràcia — One of the best areas in Barcelona. Our offices are much more than just a place to work. We like to see them alive 24/7, filled with friends and creative activities. Want to organise a community event, a breakfast with other designers, developers, etc.? The place is yours. Take a sneak peek here.
Visa sponsorship and Relocation help — We want to work with the best people, regardless of where they're from. We'll help with your relocation costs and getting set up in Barcelona and will sponsor your visa if needed.
Team Retreats — So far we've been to Paris, Mallorca, the Pyrenees, Aran Islands, Dublin, and Sweden, where we had a small island to ourselves!
The hardware that you need to be most productive.
1 book/mo + e-learning platforms, conferences or courses of your choice — We truly want you to learn.
Private Health Insurance - We have partnered with Alan to best take care of our team both in Barcelona and while they’re on the road, covering half of the full price of the medical coverage.
International, English-only speaking environment — We're building an international team and want to create an inclusive environment where anyone can join any conversation at any time, even if it’s just kitchen talk. That's why you'll find Italian, French or Catalan people talking in English to each other.