• Serve as a crucial escalation point for resolving disputes for both internal and external customers. • Support customer service operations, including order management, product flow, and credit processing. • Collaborate with customer service management to train and develop team members. • Assist teammates and Customer Service leadership with escalations. • Participate in meetings and project teams as directed by Customer Service leadership. • Support supervisors with administrative tasks, including case triage, as needed. • Collaborate with leadership to develop and implement new department programs. • Participate in teammate training programs and facilitate training for team members and stakeholders. • Coordinate daily teammate activities under supervision of Customer Service leadership. • Maintain clear communication of relevant information between leadership and team members. • Analyze service failures and recurring customer issues. • Collaborate with supervisor on new customer implementations. • Accurately enter orders with detailed information as directed by leaders. • Manage all inbound and outbound calls and digital interactions professionally.

Role Description ¡Buscamos tu Talento: Customer Support Specialist (100% Remoto)! En V-Outsourcing Business Group, buscamos un perfil empático, ágil y resolutivo para unirse a nuestro equipo de Soporte al Cliente. Tu misión será garantizar una experiencia excepcional para nuestros usuarios internacionales, transformando consultas cotidianas en relaciones de confianza a largo plazo. Tu Reto: - Ser la voz y el primer punto de contacto de la compañía, resolviendo requerimientos con alta precisión. - Optimizar los tiempos de respuesta y asegurar que cada interacción sume valor a la experiencia del cliente. ¿Qué harás con nosotros? - Atención Omnicanal: Gestionarás y responderás consultas, dudas y requerimientos de clientes globales a través de canales digitales (chat, correo electrónico) y llamadas telefónicas. - Resolución de Casos: Diagnosticarás inconvenientes y proveerás soluciones efectivas en el primer contacto, escalando casos complejos a las áreas técnicas correspondientes cuando sea necesario. - Gestión de Tickets & CRM: Registrarás, categorizarás y darás seguimiento riguroso a cada interacción dentro de nuestras plataformas de atención y sistemas CRM. - Optimización con IA: Utilizarás herramientas de Inteligencia Artificial para la redacción de respuestas rápidas, traducción de consultas y agilización de flujos de soporte. - Aseguramiento de Calidad: Velarás por el cumplimiento de los estándares de satisfacción (CSAT) y los tiempos de resolución establecidos por la gerencia. Qualifications - Trayectoria comprobable en roles de servicio al cliente, soporte técnico, call center o asistencia administrativa de cara al público. - Manejo de herramientas de reportería (Google Workspace/Excel), plataformas de ticketing y sistemas CRM. - Inglés B2-C1 Fluidez comunicacional. - Alta empatía, escucha activa, capacidad para trabajar bajo presión y proactividad para la resolución de conflictos. Benefits - Modalidad de contratación: Servicios profesionales. - Compensación: $700 mensuales. - Modalidad: 100% REMOTO. - Horario: Full Time / Horarios rotativos (Con disponibilidad para laborar los FINES DE SEMANA). - Descansos: 2 días libres asignados entre semana.

Role Description Marketing at Revolut is all about clarity, creativity, and commercial impact. Our Growth team turns bold ideas into campaigns that connect with millions. We work across channels and teams to build a brand that earns attention and drives results, shaping how people see, understand, and engage with our products. We're looking for a Head of CRM to lead our owned marketing channels (in-app, email, and website). You'll oversee the platform layer of customer communications, from the architecture to routing logic, so every customer hears the right message about the right product at the right time. What you'll be doing: - Owning the platform behind our customer communications and making sure it's fast, reliable, and built to scale. - Overseeing a system that intelligently routes the right message to the right customer, sets sensible limits so people aren't over-messaged, and signs off on one-off sends. - Putting smart guardrails in place (templates, rules, and quality checks) so that as more people publish content, quality stays high and nothing breaks. - Working closely with Product, Engineering, and Marketing to turn what the business needs into platform capabilities that ship. - Reporting on revenue outcomes from in-app marketing channels. Qualifications - Experience in product marketing, lifecycle/CRM, or marketing operations in a hyper-growth, global tech company. - Expertise in customer lifecycle and communications, including segmentation, routing/orchestration, channel management, cooldowns, and send governance. - Solid platform and systems instincts to comfortably own the technical architecture of marketing channels, in close collaboration with engineers. - Familiarity with CMS platforms, templating, and self-serve publishing workflows. - Knowledge of LLM-based routing or decisioning models, and how to govern them (volume controls, guardrails, QC). - A commercially-driven mindset with proven impact on P&L/GP through marketing channels. - The ability to turn messy operational problems into clear, hard-coded rules and scalable systems. - Proven success aligning commercial, technical, and operational priorities across cross-functional teams. - Solid stakeholder management skills. Requirements - Experience in product marketing, lifecycle/CRM, or marketing operations in a hyper-growth, global tech company. - Expertise in customer lifecycle and communications, including segmentation, routing/orchestration, channel management, cooldowns, and send governance. - Solid platform and systems instincts to comfortably own the technical architecture of marketing channels, in close collaboration with engineers. - Familiarity with CMS platforms, templating, and self-serve publishing workflows. - Knowledge of LLM-based routing or decisioning models, and how to govern them (volume controls, guardrails, QC). - A commercially-driven mindset with proven impact on P&L/GP through marketing channels. - The ability to turn messy operational problems into clear, hard-coded rules and scalable systems. - Proven success aligning commercial, technical, and operational priorities across cross-functional teams. - Solid stakeholder management skills. Benefits - Krakow: PLN18,400 - PLN29,100 gross monthly* - Poland: PLN18,400 - PLN29,100 gross monthly* - Other locations: Compensation will be discussed during the interview process. Important Notice for Candidates - Only apply through official Revolut channels. - We don't use any third-party services or platforms for our recruitment. - Always double-check the emails you receive. - Make sure all communications are being done through official Revolut emails, with an @revolut.com domain. - We won't ask for payment or personal financial information during the hiring process. - If anyone does ask you for this, it's a scam. Report it immediately.

Role Description The Triage Customer Support Agent serves as the first human point of contact for customers reaching Peterson's and RMC Learning Solutions after interacting with our Zendesk AI Agent. This is a Tier 0–1 support role focused on following established processes, providing genuine warmth, and delivering consistent empathy rather than requiring deep product expertise. You will use a comprehensive Knowledge Base and macro library within Zendesk to resolve common customer inquiries quickly and accurately. When an issue falls outside your scope, you will either warm transfer the customer to the Customer Support Lead or initiate the callback process. Our goal is simple: Every customer who reaches you should feel heard, helped, and cared for. Live Call Support - Answer inbound calls routed through Zendesk. - Identify whether the caller is contacting Peterson's or RMC Learning Solutions based on the incoming phone number. - Use the appropriate greeting script for each brand. - Resolve Tier 0–1 inquiries using Knowledge Base articles and Zendesk macros, including: - Password resets - Login assistance - Basic order inquiries - Website navigation guidance - Warm transfer Tier 2+ issues to the Customer Support Lead. - Offer callback appointments when the Customer Support Lead is unavailable. Ticket Management - Manage the Zendesk ticket queue during your assigned shift. - Apply the appropriate macros to resolve common ticket types. - Escalate tickets requiring advanced support by assigning them to the Customer Support Lead. - Maintain clear, empathetic, professional, and grammatically correct written communication. Communication & Availability - Check in and out of each shift through the #agent-team Slack channel. - Keep Slack notifications enabled throughout your shift. - Set your Zendesk status to Available within two minutes of your scheduled start time. - Communicate proactively with the Customer Support Lead through Slack for real-time assistance. Qualifications - Genuine warmth, patience, and empathy (empathy is the most important quality for this role). - Excellent written and verbal English communication skills. - Ability to consistently and accurately follow documented processes. - Comfortable working independently in a remote environment. - Reliable internet connection and a quiet workspace. - At least 2 years of experience in a customer-facing role. - Familiarity with web-based tools such as email, chat, and ticketing systems. Requirements - Preferred experience using Zendesk or a similar customer support platform. - Experience using Slack. - Background in education, test preparation, or professional training industries. What This Role Is Not This role does not require: - Deep product expertise. - Independent troubleshooting of complex customer issues. - Meeting aggressive customer support metrics. Instead, Triage Agents are expected to: - Follow established processes. - Communicate with empathy and professionalism. - Know when and how to escalate issues appropriately. Training is intentionally focused and streamlined to prepare agents for success in this role. Performance Expectations Success in this role is primarily measured by: - Consistency in call handling and greeting accuracy. - Proper use of Knowledge Base articles and Zendesk macros. - Empathy and professionalism in written customer communications. - Availability and punctuality during scheduled shifts. - Appropriate and timely escalation of issues. Performance is evaluated using a simplified Triage QA Scorecard, which assesses: - Greeting and brand accuracy. - Empathy and tone. - Knowledge Base and macro adherence. - Call and ticket resolution quality. - Customer Satisfaction (CSAT) is monitored at the ticket level.