Sr. Critical Cases Support Specialist

About Firstbase.io:

Firstbase is building an all-in-one Company OS to help define how founders across the globe launch, manage, and grow their businesses.

More than ten thousand founders from over a hundred countries have used our incorporation product, Firstbase Start, to launch their startups. For many founders, Firstbase.io has become what they type into their address bars when they think about incorporating a business.

We are backed by Y Combinator & our team, investors, and advisors include people from Apple, Gusto, Carta, Wise, Plaid, and many other great companies.

The Role:

Calling all problem solvers! Do you see opportunities where others see obstacles? We need your perspective to turn negatives into positives. Do you thrive under pressure, navigate complex situations with ease, and possess an eagle eye for detail? If so, then our Sr. Critical Cases Support Specialist role is tailor-made for you!

Join us in this dynamic role where you'll be the guardian champion of our customers, wearing multiple hats to ensure their satisfaction and trust. You'll be the voice of reason navigating complex cases, the champion of delight transforming negative experiences into positive ones, and the strategic mastermind driving positive change within our company.

Key Responsibilities:

• Trustpilot Master: Manage our Trustpilot page, responding to negative reviews with empathy, accuracy, and a commitment to resolving customer issues.
• From Frown to Smile: Design and implement strategies to minimize negative reviews and maximize positive ones, ensuring a stellar online reputation.
• BPO Buddy: Support our BPO agents by tackling their most intricate cases, providing expert guidance, and ensuring smooth resolution.
• Escalation Expert: Handle all escalations from the management team, requiring deep product knowledge and exceptional problem-solving skills.
• Product Guru: Become an expert in all things Firstbase, ensuring accurate information reaches upset customers and empowers agents to provide exceptional service.
• Process Enhancer: Analyze customer feedback from bad reviews to identify areas for improvement in internal processes and product features.
• Chargeback Champion: Resolve chargeback disputes by understanding customer concerns and devising strategies for prevention and successful counter-disputes.
• Retention Rockstar: Own our retention process, analyzing cancellation requests, crafting strategies to minimize churn, managing retention macros, and training agents for optimal results.
• Organizational Whiz: Master the art of juggling multiple tasks across different tools, ensuring exceptional organization and efficiency.

Qualifications:

• 2+ years of experience in customer service, with expertise in handling complex cases and negative reviews
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills, both written and verbal (you will need to schedule video calls with customers)
• Ability to work independently and as part of a team
• Detail-oriented and organized, with a strong focus on accuracy
• Proficient in using relevant customer service tools and systems
• Deep understanding of our products and services
• A passion for customer service and a desire to go above and beyond

Bonus Points:

• Experience in a fast-paced, dynamic environment
• Working knowledge of relevant industry best practices
• Experience in using data analysis tools

Ready to become our customer champion and make a lasting impact on our business? We want you!

If you think you're unqualified or don't meet all the requirements for this role, we encourage you to still apply. We celebrate diverse candidates, adjacent experiences, and simply put, good people who want to build great things. If that's you, then we'd love to meet.