Customer Service Specialist

Job Description

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
- English level C1 or equivalent

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, British Scandal, Even the Rich and Business Wars, as well as distribution of hit partner shows SmartLess, Morbid, and How I Built This. Wondery was behind eight of the ''Top 25 New Shows of 2022'' (according to Podtrac) and is the #2 podcast network in the US (according to Podtrac and Triton) including Twin Flames, Fed Up and Will be Wild. Over 50 shows from Wondery have hit #1 on Apple Podcasts. Many Wondery podcasts have been adapted for scripted television or streaming series, including Dr. Death and Joe vs Carole on Peacock and The Shrink Next Door and WeCrashed on Apple TV+. Wondery has gained critical acclaim and commercial success for its immersive approach to sonic, emotionally driven storytelling. The Wondery app offers a unique, personalized, podcast-first listening experience, including access to its premium offering Wondery+. With Wondery+, fans get a premium listening experience, including exclusive podcasts, early access to new episodes of hit shows, ad-free listening, merch discounts, live streamed events, and more.

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

Heredia, H, CRI

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-r0xj0e-18-218-70-93-42 in your application.