Customer Support Executive (Spanish & English Speaking) - REMOTE

About Manatal

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 130 countries.

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.

Role overview As a Project Manager (Tech) you will be part of our Tech Team. Your role is to improve existing and establish new processes for scaling the Tech team's capabilities. As part of this role, you will improve and build processes, ensure the delivery of projects, monitor progress against core KPIs, and build reports and presentations for internal teams.

Customer Support Executive (Spanish & English) - REMOTE -2:00 PM – 10:00 PM (CST, UTC-6)

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 — 4:00 PM 1:00 AM
• Mexico City — 1:00 PM 10:00 PM
• Buenos Aires — 4:00 PM 1:00 AM
• Bogotá — 2:00 PM 11:00 PM
• Lima — 2:00 PM 11:00 PM
• Santiago — 3:00 PM 12:00 AM
• Monterrey — 1:00 PM 10:00 PM
• Caracas — 3:00 PM 12:00 AM

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 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

• 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://careers.manatal.com/jobs/f0bf50fe-dbe1-4ae7-9022-edeb0b07e1bf

Get to know our product:

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.