Customer Experience Analyst, App Support Operations (Latam)

This opportunity would be with Tools for Humanity.
About the Role:
Investigate, troubleshoot and resolve customer issues across multiple channels, including ticketing and social media.
Communicate effectively and empathetically with internal and external stakeholders.
Be the escalation point for complex user issues and work with product and engineering teams to resolve bugs and incidents.
Collaborate with our BPO partners to resolve support incidents, escalations and ensure their work meets quality standards.
Proactively drive impactful changes across workflows, policies, and tools by partnering with external support teams and cross-departmental teams.

About you:
Spanish and English proficiency is required
5+ years of relevant support analyst experience for a technology company, start up, blockchain, crypto or similar industry
Excellent written and verbal communication skills
Experience working with Zendesk, Salesforce or another similar CRM platforms
Organizational skills and the ability to track multiple projects 
Basic Excel/Sheets skills required
The ability to wear multiple hats and work in a fast paced and changing environment
Ability to work in a hybrid work environment 
Occasional weekend availability required, typically once per quarter
Flexibility to travel up to 15% of the time