客户支持专员
Customer Support Specialist
我们是一家专注于健康领域的公司，致力于为消费者提供优质的有机初榨橄榄油。我们正在寻找一位客户支持专员，该职位需要热衷于提供卓越的客户体验，并确保每一次客户互动都体现出我们对品质和关怀的承诺。该职位将负责处理客户咨询、解决与运输相关的问题，并作为客户、履约合作伙伴和运输保险公司之间的联络人。
**职责**
- 回复有关产品、订单、运输和账户问题的客户支持咨询。
- 解决丢失、被盗、延迟或损坏的运输问题。
- 处理符合条件的替换和重新发货订单。
- 与运输保险公司协调提交和跟踪索赔。
- 通过 Slack 与第三方物流（3PL）合作伙伴沟通，解决订单履约问题、错取货物和运输问题。
- 跟进物流和保险公司，确保在适用情况下收到赔偿。
- 维护详细的客户支持案例和解决方案记录。
- 准备每周客户支持报告，包括：
- ○ 工单日期和时间
- ○ 客户问题摘要
- ○ 保险索赔状态
- ○ 赔偿结果
- ○ 重新发货详情
- ○ 客户满意度评分（1–5 分）
- 有客户服务或客户支持经验。
- 优秀的英文书面沟通能力。
- 强烈的同理心和冲突解决能力。
- 在帮助沮丧客户时能够保持冷静和专业。
- 高度有条理，注重细节。
- 擅长独立工作并管理多个跟进事项。
- 熟悉使用 Slack；有 Gorgias 或类似客服平台经验者优先。
- 能够快速学习产品知识并自信地为客户服务。
**理想候选人**
- 亲切、富有同理心且以客户为中心。
- 耐心且易于接近，具有服务优先的思维。
- 任务导向且可靠。
- 擅长从问题开始到解决全程负责。
- 承诺为每位客户提供积极的体验。
Hireframe 提供近岸和离岸招聘解决方案，作为一家以远程办公为主的公司，团队成员分布在美、墨、菲三国。我们完善的福利待遇包括：
- 永久性远程办公灵活性
- 年度绩效奖金
- 专属
查看英文原文
We are hiring a Customer Service Representative to own the day to day support queue in HubSpot Service Hub — the front line for customer questions, order and RMA status, and general account issues. This role works side by side with the HubSpot Administrator & Revenue Operations Lead, who owns how the system is built; this person owns using it well every day — keeping tickets moving, SLAs met, and customer interactions logged cleanly so the data behind the scenes stays trustworthy.
**Duties and Responsibilities**
- **Ticket queue management —** triage, respond to, and resolve inbound customer service tickets in HubSpot Service Hub, prioritizing by urgency and customer impact.
- **SLA performance —** meeting first-response and resolution-time targets on every ticket; flagging and escalating anything at risk of breaching before it does.
- **Core customer service tasks —** order status inquiries, RMA/return requests, shipping and account questions — routing anything outside scope to the right team (sales, operations, technical support).
- **HubSpot ticket hygiene —** logging every interaction, keeping ticket properties and status current, and tagging consistently so support reporting rolls up cleanly.
- **Knowledge base upkeep —** maintaining canned responses, snippets, and help content in HubSpot so answers stay accurate and consistent across the team.
- **Cross-team coordination —** partnering with the HubSpot Administrator & Revenue Operations Lead on ticket pipeline and property changes, and with sales/OEM contacts on customer escalations.
- **Customer service experience —** prior experience handling support tickets or customer inquiries; ticketing system experience (HubSpot Service Hub, Zendesk, Freshdesk, or similar) is a plus.
- **Clear communication —** writes clean, professional, empathetic responses; comfortable on the phone and in writing.
- **Attention to detail —** accurate, consistent data entry — tickets logged and tagged the same way every time.
- **Organization under volume —** can manage a full queue of open tickets across multiple priorities without things falling through the cracks.
- **HubSpot comfort —** willing and able to learn HubSpot Service Hub quickly; prior CRM/ticketing tool experience helps but isn't required.
- **Team fit —** thrives in a lean, 36-person company; comfortable being the first point of contact for customers and looping in the right person fast.
Hireframe provides nearshore and offshore staffing solutions, operating as a remote-first organization with team members located in the United States, Mexico, and the Philippines. Our robust benefits package includes:
- Permanent remote work flexibility
- Annual performance bonuses
- Dedicated coaches offer an extra channel of support and skill-building
- Opportunities for professional growth
At Hireframe, we cultivate a supportive environment that fosters professional development and success, ensuring our team members thrive in their careers.
**Learn More**
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