Customer Support Specialist (US based)

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 are looking for candidate 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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