Bilingual Customer Support Advocate

Wonolo (Work Now Locally) is disrupting the $140BN temporary staffing industry. Founded in 2014, Wonolo's mission is to help people find consistent work. Through our two-sided tech marketplace, we connect hundreds of businesses in need of front-line workers with 2 million underemployed workers in local markets across the United States, within minutes. Wonolo recently raised $140M in growth funding which will continue to help us empower the in-demand workforce by democratizing access to flexible work, opportunities to learn new skills, a living wage, and comprehensive portable benefits and perks.

We are looking for a Bilingual Customer Support Advocate to work with Wonolo’s Wonoloer Live Support team. You will be employed by a third-party legal entity authorized to do business in the location in which you reside and you will provide contractual services to Wonolo’s Wonloer Live Support team. In this role, you will provide a friendly and professional customer support experience to our users predominantly by phone with some email interaction in both English and Latin American Spanish. You will be a big driver in delivering a world-class customer experience.

Our ideal candidate will be a proactive and dedicated person who is committed to delivering high-standard customer support. Are you excited about working with a close-knit team at a mission-driven, US-based technology company? If this is who you are or you want to be, please read on!

We welcome qualified candidates located anywhere in Colombia, Costa Rica, El Salvadore, and Guatemala.

What you'll do:

• Review translations of self-service content and propose new translations for articles, templates and scripts based on customer feedback.
• Become an expert user of our system. You will be involved in learning our product from a functional perspective and then helping our customers with their questions and addressing their problems and concerns.
• Meet productivity targets & defined timelines to meet customer Service Level Agreements (SLAs)
• Answer general customer service inquiries, handle complaints, and troubleshoot problems with our products and services.
• Display a strong ability to listen to users to understand the reason for their call, address all questions or complaints, and provide an accurate and efficient response.
• Adhere to established policies, procedures, and compliance to meet quality evaluation guidelines.
• Provide feedback on customer pain points, product feature gaps and internal system challenges to help Wonolo improve the customer and employee experience.

Who you are:

• Attitude: Maintain and promote Wonolo’s culture and work ethic. We need our members to be proactive, hardworking, and open to giving and receiving feedback.
• Be Positive: Being part of the team means working with everyone to meet our daily goals. We hold everyone who works for us to high standards, but we understand that life sometimes gets in the way. We seek to accommodate everyone's different priorities and lives as much as possible while cultivating a culture of hard work, camaraderie, and excellence.
• Commitment: Working with us requires dedication. We have tons of work on our plate. We have lots of customers’ concerns to address, deadlines to meet, reports to make, new projects and new processes to execute, etc. We expect that you'll be able to attend your training and nesting (30-day trial) schedule. Once you pass the 30-day trial, we also expect that you'll be able to render at least 40 hours of work per week.
• All geared up to start a career in a work-from-home set-up: Ensure that you have a quiet working environment with minimum distraction, a noise-reduction headset, a fully functioning computer/laptop, and an internet connection of at least 15 mbps with backup in case of connectivity issues.
• Attend the online training and nesting: Providing excellent customer support to our Wonolo users requires you to become fully knowledgeable on Wonolo’s platform and its existing processes and policies.
• Flexible: Must be willing to work on a shifting schedule in a Pacific time zone.

If you have read up to this point, we hope you are excited about this opportunity to work at Wonolo! Even if your experience does not check every bullet point, we still highly encourage you to apply. The best hires do not always check off every box of a job description.

Benefits and perks:

• The opportunity for growth in a mission-driven and well-funded start-up
• Company laptop
• Option to be paid in US dollars
• Access to continued learning, unlimited access to Udemy for Business sponsored by Wonolo
• Access to no-cost on-demand mental health support, including counselling, mindfulness and meditation, and wellbeing courses
• Paid time off, Holiday pay, and Unpaid time off
• Ability to work from anywhere in Colombia, Costa Rica, Guatelama, or El Salvadore (no more commutes!)
• Team outings, happy hours, company off-sites, and more!