Customer Support Specialist

*** This opportunity is on-site, in Brickell, Miami, Florida. Please don't apply if you can not commute. No relocation available. ***

HelloGov AI, a Miami-based innovative startup in government tech, transforming how people interact with government services. Leveraging advanced AI technology, our solutions streamline the application processes for passports, travel visas, vehicle registration, and immigration. Positioned in the financial district of Brickell, we are on a mission to enhance customer experiences while promoting technological advancements.

As a Customer Success Specialist your primary focus will be engaging directly with customers via phone and Zoom to guide them through the government application process. You will provide support and be a sales advocate to resolve customer escalations to drive customer adoption and satisfaction. This is a fast-paced role where communication skills, sales acumen, and problem-solving go hand-in-hand.

• Deliver outstanding live support via phone, managing high volume of escalated customer cases.

• Communicate effectively, providing clear and professional solutions, updates on the document application process. 

• Use sales experience to support customer conversions and promote service adoption.

• Promote customer advocacy by demonstrating a commitment to excellence in every interaction.

• Collaborate with internal teams to ensure accurate and timely resolution of issues.

• Drive customer retention through proactive support and high-quality service.

• Capable of conducting over 150+ outbound call backs daily efficiently. 

• Collect feedback from customer interactions and relay it to the product team to ensure our product roadmap aligns with client feedback.

• Drive customer success initiatives that enhance customer retention. 

• Utilize B2C experience to understand and respond to consumer behaviors, ensuring customer expectations are met and exceeded.

• Promote customer advocacy by demonstrating a commitment to excellence in every interaction.
  
  

Qualifications:

• 1-3 years of experience in customer service or support roles.
• Excellent verbal and written communication skills in English.
• Strong problem-solving skills and the ability to manage multitasking customer interactions.
• Tech-savvy, with proficiency in CRM systems and customer support tools.
• Bachelor's degree in business, Hospitality Management, Information Technology, Psychology or a related field, or equivalent experience. (A bachelor’s degree is preferred but not required)
• Ability to thrive in a fast-paced and dynamic environment. Strong work ethic and ability to multitask.
• Applicants must be legally authorized to work in the US.
• Sales Experience Preferred
  
  

Schedule:

• Monday to Friday, 9 am to 6 pm EST. 

• Availability for occasional weekend shifts required.
• In-office role in Brickell, FL, 33131. No hybrid or remote available.

• Pay: $55,000.00 per year
• Bonus Opportunity
• Comprehensive healthcare coverage (medical, dental, and vision insurance)
• 401(K) retirement plan with company match.
• Paid Time Off (PTO) and federal holiday observance.
• Equinox Gym Membership for health and wellness.
• Parking pass provided.
• Complimentary breakfast and mid-day snacks.
• $150 monthly travel stipend.
• Extensive opportunities for professional growth in a dynamic startup environment.