Jeenie® is seeking a Linguist Success Coordinator to join its fast paced Linguist Success Team. This role will serve as a front-line liaison between the LST and other departments within the operation. The Linguist Success Coordinator will perform tier 1 customer service for linguist operations, ensuring that Jeenie’s linguist community receives timely and professional engagement from the company, resulting in high ratings and engagement in return. 

COMPANY OVERVIEW

Jeenie is a peer-to-peer marketplace connecting users to live interpreters for on demand language assistance and cultural advice (think “Uber” for interpreters). Our mobile and web app platform ensures that anyone can get 24/7 language help wherever they are in the world at any time from qualified interpreters in over 140 countries.

As an early-stage company, we are in an exceptional position to grow this digital marketplace into a market leader, and disrupt a $60 Billion industry. We are hiring vibrant and intellectually curious team members who want to jump into an early stage tech environment with both feet! 

RESPONSIBILITIES, SKILLS, METRICS 

At a high level, responsibilities will include day to day administrative support and operational coordination related to call coverage operations within the Linguist Success Team. Primary responsibilities include monitoring to ensure effective service delivery to clients and superior support and customer service to Jeenie linguists. 

Coordinator will:

  • Work and reply to all incoming emails, ZenDesk tickets and payment inquiries from linguists into the LST.
  • Complete Tier-1 troubleshooting for linguists based on emails, tickets, texts or other messaging services including but not limited to calling linguists via the app to check app settings, test connectivity and verify everything is working as it should.
  • Respond to payment inquiries of all kinds, ensuring linguists have access to real-time, accurate information about future or past payments and escalating problems to management as appropriate.
  • Escalate technical issues to Team Lead or Director and log tickets into AirTable for the Engineering team as directed.
  • Monitor requests for and assign scheduled call requests. 
  • Monitor On-Demand call activity and ensure all calls are answered in a timely manner through constant monitoring, linguist outreach and coordination with other LST members.
  • Monitor and reply to incoming Grasshopper calls during normal business hours.
  • Participate in weekend and/or evening shift coverage, including Grasshopper calls as part of departmental coverage rotation.
  • Provide back-up to the Client Dev team by setting up ASAP accounts for clients looking for urgent services during evening or weekend coverage rotations. 
  • Triage incoming calls to Client Success related to customer service issues.
  • Forward incoming calls related to business development opportunities to the Client Development team members.
  • Follow up with linguists on any/all negative ratings by obtaining client and linguist details, documenting for Team Lead or Director and ensuring any necessary client accommodations are made in a timely manner.
  • Report any/all missed calls to the Client Success team.
  • Assist with the setting up of new languages at the direction of management, as needed. 
  • General administrative duties as needed. Coordinator will be expected to cross-train in various areas within the organization and provide back-up support as needed
  • Other duties as assigned.

Required Skills and Experience with:

  • Familiarity with ZenDesk or other comparable workflow management/ticketing systems.
  • Working in Google Docs/Sheets and similar cloud based productivity tools such as G Suite.
  • Customer service experience is required in some capacity. 
  • Ability to communicate effectively and professionally both verbally or in writing.
  • Exceptional phone- and video-based communication.
  • Working in a Mac environment.
  • Superior organizational/follow-up skills.
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