Customer Support/Operations Associate – WV

About Catena:

At Catena, we redefine overseas hiring by cultivating Filipino talent. Our rigorous qualification program and exclusive upskilling opportunities pave the way for our candidates’ prosperous future at no cost. We scout the brightest individuals, equip them with superior skills, and connect them with high-profile roles. Join us as a driven, ambitious individual and work directly with executives, evolving as their indispensable partners. Are you ready for this transformative challenge?

About the job:

Role: Customer Support/Operations Associate

Time zone needed: Full Time | 40 hours per week | Central Standard Time zone

Salary Range: $1300-$1700/month

The company helps brands and startups crack word-of-mouth marketing by launching scalable, performance-based ambassador programs that can operate with no human input required.

Main Functions:

  • Customer Management and Support:
    • Engage with customers to ensure their needs are met and concerns addressed promptly.
    • Build and maintain strong relationships with clients, acting as their primary point of contact.
    • Provide exceptional customer service, striving to exceed expectations and foster long-term partnerships.
    • Analyze customer feedback and implement strategies to enhance overall satisfaction and retention.
  • Sales Messaging Support:
    • Collaborate with the sales team to develop tailored messaging for different target audiences based on different client case studies and client experience.
    • Ensure consistency and accuracy in messaging across various communication channels.
    • Monitor and analyze the effectiveness of sales messaging, making adjustments as needed to optimize results.
  • Process Improvement:
    • Identify areas for process optimization and efficiency gains within the client success and operations workflow.
    • Work cross-functionally to implement process improvements, utilizing data-driven insights and best practices.
    • Continuously evaluate existing processes and recommend enhancements to streamline operations and enhance productivity.
    • Lead or contribute to projects aimed at enhancing operational effectiveness and scalability.
  • Ops Hygiene and Reporting:
    • Maintain data integrity and accuracy within operational systems and databases.
    • Generate regular reports and dashboards to track CS performance metrics.
    • Conduct routine audits to ensure compliance with operational standards and protocols.
    • Proactively identify and address any issues or discrepancies in operational data, taking corrective actions as necessary.

Requirements

  • At least 2+ years of relevant working experience
  • Someone who is detail-oriented, candid, dependable.
  • Possesses strong written and communication skills.
  • Highly organized and someone who has great attention to detail.
  • Proactively solves problems and is able to display great critical thinking skills.
  • Customer orientation and ability to adapt/respond to different types of characters.
  • Someone who is adaptable and flexible with changes.
  • High enthusiasm to help and is customer centric

Tools used by the Company:

  • MS Offices (Word, Excel, Powerpoint)
  • Google Workspace
  • Google search engines
  • Zendesk
  • Salesforce
  • Monday.com

Communication Channels:

  • Microsoft Teams
  • Slack
  • Google

Benefits

Fully remote work arrangement.

Holidays: US

If you are an EXPERIENCED, PASSIONATE, ALL-ROUNDER, AND ADAPTABLE executive assistant WITH A GREAT ENGLISH COMMUNICATION SKILL, apply now!