Customer Experience Specialist at Draftea

About this job

About us

Draftea is the Mexican tech startup revolutionizing the world of sports betting. Created by and for sports fans, we are backed by world-class investors like Sequoia, Kaszek, and Bullpen. Our mission is simple: to give fans a new way to enjoy their passion. We want all sports lovers to feel like every match is the World Cup final and every victory a reason to celebrate. We want to bring our players closer to their idols and teams and let them experience the emotions on the field.

Our culture

We build a product focused on entertaining our users, which is why we foster a work environment where we work hard but also have fun, and where everyone can work with equally motivated and high-performing colleagues. We believe in and trust flexible work schedules where the goal is to achieve results, which is why we're looking for someone passionate about the product, its function, and the challenge, and who isn't simply looking for another 9-to-5 job.
We are a remote-first company. This means that, although we have offices in Mexico City and Buenos Aires, our team works from different countries (Peru, Colombia, Chile, Uruguay, Argentina, Dominican Republic, and the United States).

Objective of the position

The specialist will be responsible for assisting users who contact us through our support channels, always striving to exceed their service expectations. They must be passionate about service, empathetic, and resourceful.

The Customer Experience Specialist must have excellent communication skills, as they will be speaking directly with customers. They must also have a solid understanding of their company's products and services to address customer inquiries. Furthermore, they should possess a pleasant demeanor and strong negotiation skills.

Challenges of the position

• To handle our customers' online and offline interactions.
• Offer appropriate solutions and alternatives using defined processes within established timeframes and follow up to ensure resolution.
• Review game results and statistics.
• Crisis management and sensitive situations: In situations where customers face emergencies related to the Draftea platform, the Customer Experience Specialist must handle these situations with sensitivity and effectiveness.
• Solving complex problems, collaborating with internal teams to arrive at a solution that meets our clients' needs.
• Adapting to changing needs: Customer needs and expectations can evolve over time, requiring continuous adaptation of customer success strategies and processes.
• Effective communication: Overcoming communication barriers and ensuring mutual understanding.
• Staying up-to-date with platform updates: Draftea may release updates and new features regularly to improve the platform. Keeping up-to-date with these changes and understanding how they affect customers is crucial for providing effective support and advice on the latest functionalities.

Requirements

• Soft Skills: Empathy to understand customers' needs and concerns, sensitivity to read emotions, active reading, assertive communication, and patience
• Problem-Solving: Our daily lives present new and challenging problems.
• Continuous Learning: Just as Draftea evolves, so does the CX team. It helps improve operational processes and tools.
• User-Centric: You should be motivated by the desire to help our users always have an extraordinary experience. Remember, you are the voice of Draftea.
• Experience: Two years in customer service roles, ideally in online channels. Experience with ticketing systems (Zendesk, Freshdesk).
• Ownership: You must be comfortable taking ownership of processes or operations and executing them responsibly.
• Availability: Flexible schedule to work rotating shifts, including weekends.

Remote state: Completely remote