Customer Support Specialist (Spanish Speaking)

Customer Care · Aarhus C, Østjylland
Department Customer Care
Employment Type Full-Time
Minimum Experience Mid-level

BE A PART OF CREATING A WORLD-CLASS CUSTOMER EXPERIENCE!


WHAT IS IPAPER?


iPaper is a SaaS platform offering eCommerce businesses an online tool for product discovery.


Shoppable catalogs are all the rage in Latin America right now. We’re gearing up to serve this new market the only way we know how, with a world-class customer experience!
This means we need to step up our Habla game and expand our service offering.


We are looking for our next Customer Support Superstar 🤩


This is where you come in! 


WHAT IS CUSTOMER CARE AT IPAPER?


We believe in the idea of “support-driven growth”. Our priority is securing long-term relationships with our customers and putting their success at the center of our operations.
We believe that true sustainable growth for iPaper is a byproduct of putting our customers and their needs, first.

Our Customer Care team is bound together by a passion for turning support into an experience of empathy, accuracy, efficiency, and fun! (and the “occasional” GIF to match the situation).


WHAT IS THE JOB?


You are the reactive part of Customer Care - ready to assist, advise and delight on demand.


You offer guidance, best practices, and smiles via phone, email, chat and online meetings—in an ever polite, patient and happy tone. 


You are the technical partner, assisting Customer Success in onboarding customers.


You build awesome Enrichment Automations, leveraging an advanced codebase as building blocks, and tailor each XML configuration to fit the individual needs of the customer. (Don’t worry, we’ll teach you how to do all of this.)


Your mission - should you choose to accept it - is to create a positively frictionless experience for everyone you interact with.


Some of your tasks will be to:


  • Provide best-in-class support to customers
  • Keep our self-help articles accessible and accurate
  • Help implement solutions across customer infrastructures
  • Educate, inspire and empower customers to ensure they succeed with iPaper
  • Own the customer experience and work to exceed their expectations
  • Act as a product expert and a source of knowledge, for customers and colleagues alike


WHO ARE YOU?


Internet savvy, web-aficionado, problem-solving, information-seeking, courteous.


To succeed in this role:


  • You are a native Spanish speaker, ideally from Latin America
  • You have knowledge and experience of Latin American culture and working practices
  • You are bilingual; speak and write English at native level
  • You have experience with tech support, ideally in a SaaS environment 
  • You have a good understanding of web-tech and how the internet works
  • You have some experience writing or troubleshooting Code (any language, but optimally frontend)
  • You are an outstanding communicator and an articulate, fluid conversationalist
  • You have the ability to explain complex topics in easily understandable and concise language
  • You are empathetic and emotionally intelligent
  • You possess marketing & business acumen
  • You think ahead, foreseeing the next challenge and offer the solution before its needed
  • You like to tinker and have an innate interest in technology


You will be ahead of the curve if you also have experience with:
Graphic design, Google Analytics, Online marketing, Video production


Even though we are a Danish company operating in Denmark, Danish skills are not a requirement :)


WHAT IS THE IPAPER CULTURE?


We are iPaper. We help each other succeed every day. We’re a friendly, trustworthy and inquisitive bunch of people. We also have a pretty unique workplace; 10 nationalities in our office so we’re quite a diverse bunch. We work as a team, but there is plenty of room for you to be yourself and suggest anything from new features to how we should decorate our office.


We love to grab a drink together on Fridays, throw a party for any occasion, play foos or Rocket League, celebrate all the little stuff, exercise and eat a lot of cake!



So, what can we offer you in exchange for helping us build even better experiences across the world?


  • A very friendly, easy-going workplace with dedicated and awesome colleagues
  • A new, spacious and modern office in the heart of Aarhus, but in a location where parking is possible
  • A place where you’re expected to influence the product and the customer journey
  • Ongoing focus on learning and development, to help you improve your skill-set
  • A possible career path, for the right mind- and skill-set
  • Salary based on experience and qualifications


Though founded in 2006, we've maintained our startup culture. We don't like bureaucracy, we're open, we're inquisitive and we're curious. With 30 employees across 8 nationalities, our corporate language is English and we're heavy users of Slack and Zoom to support our remote employees. We've got a huge terrace, a grill, a branded foos table, VR, physio, fruit, lunch and a great vibe.


Bonus facts:


  • More than a thousand customers across 57 countries and six continents.
  • More than 50 million monthly end user sessions across our product lines.
  • EU is our largest market, with Latin america being the second largest.
  • Lower than industry average churn rate, though we always strive to improve.
  • Cash flow positive for a decade.
  • Solid YoY growth, in constant search for the hockey stick.


Applying


This post is really long. It’s intentional. If you've made it this far, we might have awakened something in you. Something you want to be a part of.
Now, go forth and answer a few questions using your exceptional, jaw-dropping wit and submit them along with your LinkedIn profile. We will continue the dialog from there 🙏


May the Force be with you. Always.


When submitting an application, iPaper will process and store your information for up to three months, with the sole purpose of handling your application.

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  • Location
    Aarhus C, Østjylland
  • Department
    Customer Care
  • Employment Type
    Full-Time
  • Minimum Experience
    Mid-level