Customer Service Specialist, Wondery

hace 2 semanas


San Francisco, Heredia, Costa Rica Amazon Support Services Costa Rica SRL - B20 A tiempo completo
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
Key job responsibilities

  • 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 highpriority 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 customerfacing team members
  • Provide weekly reports to management on customer service volume and trends
  • Inform customers about new features and functionalities
  • Create and maintain customerfacing 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.

Heredia, H, CRI

  • Bachelor's degree
  • Excellent communication and problemsolving skills
  • Multitasking abilities
  • Patience when handling tough cases
  • Avid podcast listener, familiar with a variety of podcast apps


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