Customer Support Executive - REMOTE

Description

Summary: Manatal is seeking a Customer Support Executive to provide quality service and help users succeed with their platform, working closely with various teams to ensure high customer happiness. Highlights: 1. Key member of the sales team and point of contact for existing clients 2. Collaborate cross-functionally with Product and Engineering teams 3. Be part of a team striving for the highest customer happiness Manatal is an HRTech software service (B2B SaaS) company headquartered in Bangkok, Thailand. Manatal is one of the fastest\-growing start\-ups in the region and is backed by Surge and Sequoia Capital. Manatal has a global presence and is trusted by thousands of businesses in over 135 countries and is recognized by Forbes as Best Recruiting Software of 2024\. Our goal is to transform the entire hiring process by making it simple, efficient, and enjoyable for recruiters, hiring managers, and candidates alike. Our mission is to offer the best\-in\-class AI\-powered technologies to empower small, medium, and large businesses in their staffing \& recruitment transformation. #### **Customer Support Executive (Spanish \& English) \- 4:00 AM – 1:00 PM (CST, UTC\-6\)** You will be a key member of the Manatal sales team and a point of contact between Manatal and our existing clients. You will be responsible for delivering quality service support and helping our users find success through the use of our platform. On top of that, you will be working closely with our Sales, Product, and Engineering team to deliver a level of support that best fits our clients. You will be a part of a team that strives for the highest customer happiness and helps our customers transform the way they recruit. For candidates in Latin America, this equals: São Paulo — 7:00 AM* 4:00 PM Mexico City — 4:00 AM* 1:00 PM Buenos Aires — 7:00 AM* 4:00 PM Bogotá — 5:00 AM* 2:00 PM Lima — 5:00 AM* 2:00 PM Santiago — 6:00 AM* 3:00 PM Monterrey — 4:00 AM* 1:00 PM Caracas — 6:00 AM* 3:00 PM #### **Responsibilities** * Respond to customer inquiries via chat, email, and phone in a timely and professional manner. * Owning customer issues and requests from initial report to resolution, collaborating cross\-functionally to address each request, and communicating with customers regularly regarding incidents or requests status. * Work closely with product or engineering teams to escalate and resolve issues, providing detailed feedback and insights. * Provide clear and concise updates to customers regarding the status of their issues, ensuring they are kept informed throughout the resolution process. * Log and track all support requests in the CRM and ticketing system, ensuring accurate and detailed documentation of issues and resolutions. * Act as a liaison between customers and product teams to provide feedback on product features, usability, and potential areas for improvement. * Provide after\-hours and on\-call support as needed through live chat or impromptu live support requests. * Handling customers with a consummately professional attitude. * Other tasks assigned by the CEO and Management **Required Skills and Experience** * 2\+ years of related Customer Support experience. * Spanish and English Speaking \- Must * Excellent written and verbal English communication skills, with the ability to explain technical issues to both technical and non\-technical audiences. * Understanding of common operating systems (Windows, MacOS) and Software applications * Basic troubleshooting knowledge about issues related to bugs, web applications, databases, APIs, simple scripts, XML feeds and others is preferred. * Familiarity with ticketing platforms \- experience with support ticketing systems such as Jira, ServiceNow, Zendesk or similar. * Able and comfortable working in the time allocation. * Proven leadership skills in both independent and team environments. * High energy levels, a high degree of integrity, self\-motivation, positive attitude, proactive approach to work, and confidence. * Demonstrated success in a B2B sales environment. * A degree in Computer Science, Information Technology, or a related field is a plus. Relevant certifications (e.g., ITIL, AWS, etc.) are also a plus. **Working with Manatal** * This role is based at our Bangkok office in the heart of the city center * As a team of diverse cultures and nationalities, English language proficiency is required * We enjoy collaborating in person and the team is working on\-site **Why you'll enjoy working with Manatal** * Well\-funded start\-up backed by Surge \& Sequoia * Be part of one of the fastest\-growing B2B SaaS start\-ups in the region * You will be collaborating with talented individuals in the industry * Join a lively and highly international team * Indulge in a challenging and innovative working culture * Attractive medical healthcare plan * Personal development allowance * 2 weeks of work from anywhere per year * Regular fun team\-building activities * Company trip **Apply on our Careers Page** If you are a fit for this role and are excited to join Manatal, please follow this link to apply: https://www.careers\-page.com/manatal/job/L6R95RR5 **Watch our Demo** **https://www.youtube.com/watch?v\=\-GG1GqXkAKQ** ***Manatal Hiring*** *At Manatal, we are dedicated to building an intuitive AI\-powered application tracking system to streamline and transform the entire hiring and recruitment process.* *We are devoted to attracting the best talent worldwide to join our team and take pride in being an equal\-opportunity workplace. We are committed to equal employment opportunities regardless of religion, race, ethnicity, ancestry, national origin, gender, gender identity, sex, sexual orientation, marital or parental status, disability, age, citizenship or other class protected by applicable law.*