Senior Customer Success Officer

We value inclusivity and diversity at Envato. Research shows candidates from neurodiverse and underrepresented backgrounds often only apply for roles if they meet all the criteria. We like to make our hiring decisions based on experience and passion, so if you’re keen to apply and need reasonable adjustments please let us know. We also encourage you to let us know the pronouns you use at any point during the recruitment process. 

About Envato 

Our focus is on helping people to complete their creative projects, with our author community earning every time that happens. Envato proudly impacts the lives of creatives all over the world, from web developers and graphic designers to marketers, videographers, photographers, and more. We’ve built a community where anyone can get their creative projects done, and where creators bring their ideas to life and in the process, earn a living doing what they love. It doesn’t get much better than that!

We are a global and rapidly scaling business. Blending purpose and profit, we're a passionate B Corp, committed to making a positive impact on the communities we engage in. You can read more about our purpose, mission, and values on our website.

We’ve embraced flexibility for a long time - where we can, let’s make work, work for you! We have an amazing office in the Colonia Americana neighborhood in Guadalajara, Jalisco, Mexico.

Purpose

The purpose of the Senior Customer Success Officer is to provide operational support to the Customer Success Team Leader in Mexico to ensure that the day-to-day needs of the team are met. This includes a high focus on quality assurance and feedback to the team.

Key Duties & Responsibilities

● Complete ticket reviews and assess against our quality framework.

● Identifying areas for improvement in current practices and processes, and providing feedback to the Team Leader on key areas of development.

● Assist in the development of processes to increase efficiency and service quality in line with team goals.

● Collaborate with the team and internal stakeholders to understand and implement best practices.

● Assist with ticket escalations to provide accurate and timely resolutions, and also assist with answering support enquiries as required.

● Monitor individual and team metrics and performance indicators.

● Provide coaching, mentoring and support to the team.

● Assist with incident management response.

Required Technical Skills/Experience

● At least 2 years experience in a customer service/QA role (Desired).

● Strong background in dealing with escalations. 

● High level of customer service skills.

● Ability to give a voice to customer needs internally.

● Ability to balance business requirements and customer needs with a positive outcome for both.

● Strong and proven planning & organizing skills.

● Experience with Excel and reporting tools.

● Experience using help desk ticketing systems such as Zendesk, Intercom, and Freshdesk.

● Excellent English and Spanish in both written and verbal communication.

#Guadalajara

What we offer

● 30 days - Christmas Bonus

● 12 vacation days (from the first year)

● 100% holidays bonus

● Private Health Insurance (SGMM)

● 5% Grocery Coupons (With legal cap)

● 5% Savings Funds (Fondo de Ahorro)

● Internet/electricity allowance (monthly paid)

• Profit-share, Mexican entity

● Round trip tickets around Mexico to a place you haven’t been twice a year.

● Unlimited ebooks

● Paid for educational courses that relate to your work

● Top line equipment

What next?

Submit your resume and answers to the below questions. Good luck!

About Us

- We’re BCorp certified & believe in succeeding sustainably as one global team.

- We’re committed to ensuring all our team feel welcome, included, and respected

- We support the flexibility to work from anywhere, great benefits above the law, generous parental leave, wellness programs, social connection and learning opportunities to help you grow.

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We appreciate the time you’ve taken to apply to Envato and we're committed to responding to every applicant.