About Us: At Lingvano, our mission is to break down language barriers and build bridges between Deaf and hearing people. We do so by creating easy-to-use sign language and Deaf culture lessons.
Role Overview: As we near our 3 millionth learner milestone, we are hiring a Customer Support Specialist, to help us build a stronger and more satisfied community of learners. If you are passionate about people, well-organized, and want to make a meaningful social impact, we've got the job for you!
Tasks What you will do: Manage inbound customer support requests via email using Freshdesk, collaborating with other teams as-necessary to resolve issues efficiently. Maintain a thorough understanding of Lingvano's brand and products, as well as the Deaf community to provide accurate information to our customers. Monitor and improve customer satisfaction metrics across various platforms, including App Stores and other sources of online customer feedback. Enhance internal and external customer support documentation, including FAQs and self-help guides. Collaborate with cross-functional teams and contribute to the strategic development of community growth initiatives, offering insights and recommendations to senior management. Stay up-to-date with the latest trends in customer support to continuously improve our strategies. Requirements What you should bring: Fluency in English and American Sign Language (ASL). (We are particularly open to welcome Deaf applicants and strongly prefer individuals who are actively engaged in the Deaf community.) Deep insights on Deaf community and culture and awareness of cultural sensitivities and nuances when it comes to Deafness. Proven experience in written customer support. Familiarity with online support tools like Freshdesk or Zendesk. Strong organizational, project management and problem-solving skills. Excellent written communication skills and ability to adapt your style to Lingvano's tone of voice and brand identity. Self-starter attitude and a detail-oriented mindset. Benefits What's in it for you: You can contribute to building a successful brand with a clear social impact, and work alongside an international team of Deaf, hard of hearing, and hearing employees. You can choose your working hours within a flexible working scheme. Use up to 10% of your weekly working time for personal and professional development, plus a learning and development budget to spend on training and other learning opportunities. Position Details: This is a permanent, part-time position (20 hours per week). We offer a minimum rate of 22 USD per hour, with the overall salary open to negotiation based on experience and qualifications. We are looking for candidates who are based in the continental US. The position is open to begin immediately, but if you cannot start immediately, we still encourage you to apply. We are particularly open to welcome Deaf applicants and strongly prefer individuals who are actively engaged in the Deaf community.
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