Customer Service Specialist

Job Description

Wondery is seeking a full-time Customer Service Specialist to assist our customers with technical problems when using our products and services, including accessing our free Wondery podcasts and using our Wondery+ premium podcast service. Responsibilities include responding to customer inquiries in a timely manner, resolving customer billing & payments issues, and managing our customer support tools. To be successful in this role, you should be very comfortable with technology, especially podcast and/or video streaming apps, be a diligent troubleshooter, and have excellent communication skills. You should also be familiar with help desk software and billing and payment platforms, such as Stripe and Google Play. The ideal candidate loves helping customers and excels at solving customer issues. In addition, you are self-driven, accountable, enjoy educating others, and have a combination of experience and attitude that help you thrive in a fast-paced, results-driven environment built around a strong culture with the values of wonder, character, care, drive and fun.

Key job responsibilities
- Respond to and resolve customer and listener queries, and other inbound requests in a timely and accurate way via email and chat, with first touch being completed within 3 hours of receipt during business hours
- Monitor and respond to app reviews, with responses being completed within 3 hours of receipt during business hours; update review responses when bugs are resolved and new requested features are launched
- Monitor and respond to high-priority inquiries on weekends and holidays within 24 hours, as necessary, in coordination with your manager
- Triage and respond to billing disputes in a timely manner, in all cases before the dispute due dates provided by the card issuer
- Promptly report any product malfunctions to the Product and Marketing teams
- Gather customer feedback and share with our Product and Marketing teams
- Share feature requests and effective workarounds with other customer-facing team members
- Provide weekly reports to management on customer service volume and trends
- Inform customers about new features and functionalities
- Create and maintain customer-facing FAQs, videos and other support materials
- Various special projects related to hygiene of customer records in our systems
- Other duties, as assigned

About the team
Wondery, an Amazon company, is a premium podcast studio known for character-driven, binge-worthy stories including Dr. Death and Business Wars, and distribution of hit partner shows Morbid and How I Built This. Wondery was behind eight of the ''Top 25 New Shows of 2021'', according to Podtrac. Over 50 shows from Wondery have hit #1 on Apple Podcasts including Scamfluencers and Twin Flames. Many Wondery podcasts have been adapted for scripted television or streaming series including Peacock and Apple TV+. Wondery has gained critical acclaim and commercial success for its immersive approach to sonic, emotionally driven storytelling.

We are open to hiring candidates to work out of one of the following locations:

Heredia, H, CRI

BASIC QUALIFICATIONS
- Experience as a B2C Customer Support Specialist or similar Customer Service role in a digital subscription-based business
- Experience using help desk software and remote support tools, such as Intercom or Zendesk
- Experience using payment and billing software, such as Stripe

PREFERRED QUALIFICATIONS
- Bachelor's degree
- Excellent communication and problem-solving skills
- Multi-tasking abilities
- Patience when handling tough cases
- Avid podcast listener, familiar with a variety of podcast apps

Jobcode: Reference SBJ-g3z3p4-18-116-51-117-42 in your application.