Customer Support Advocate At Leap
Há 2 dias
The OfferFlexible working optionsFantastic work cultureOpportunity to make a positive impactThe JobWe're looking for a proactive and empathetic Customer Support Advocate to become the first line of support for our Leap users. You'll play a key role in supporting users during their live English practice sessions, helping troubleshoot issues, answering questions, and ensuring smooth operations.You'll work closely with our product team to share user feedback, flag common pain points, and help optimize support through documentation and automation.This role is a great fit if you're passionate about helping people, enjoy solving problems, and want to be part of building something new and meaningful from the ground up.What You'll DoSupport Leap users during live English practice sessions by answering questions and executing manual operations like pairing users.Respond to customer inquiries via Intercom, Wassenger, and other tools.Share reports and insights from user interactions with the broader team.Help build and maintain support content (FAQs, macros, internal guides) to improve the user experience.Collaborate with the team to improve support workflows and tooling.Hiring ProcessWe'll review all submissions and shortlist candidates based on experience and fit.Shortlisted candidates will be invited to a quick *****-minute conversation to assess qualifications.Selected candidates will receive a short take-home assessment designed to evaluate their support aptitude and technical resourcefulness in realistic Leap scenarios.Final interviews will be held with the core team before making a hiring decision.The ProfileWhat You'll NeedPrevious experience in a customer support role, ideally in a fast-paced or startup environment.Excellent communication skills in both English and Spanish (Portuguese is a plus).Comfortable working Monday to Friday on a fixed schedule with significant overlap with Latin American time zones.Experience with customer support tools (Intercom or similar).Technically savvy and quick to learn new tools and workflows.Strong analytical thinking with an ability to identify patterns in user feedback and suggest improvements.A collaborative, solutions-oriented mindset and comfort with ambiguity.Bonus Points: Familiarity with software development concepts or education contexts.The EmployerOur client creates products that connect talent with global opportunities. Our client's latest product, Leap, launched in early ****, helps software developers from Latin America gain fluency and confidence in English, unlocking better international job opportunities and career growth.They're reimagining language learning by combining high-quality content, collaborative learning, and cutting-edge AI technology. Our client enables developers to practice speaking English in real-world, work-related scenarios—from pair programming to technical interviews—while receiving AI-powered feedback on pronunciation, vocabulary, and grammar.
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