Customer Support Online Chat Specialist (Bilingual English + Spanish or Portuguese) – (Contract)

Job Description

Who we are

We’re building a prayer and meditation app. One that is authentically Christian and Catholic, while at the same time a resource for anyone looking to grow deeper in a relationship with God. We believe that people are hungry for peace, and that there is no surer way to find it than by learning to sit in silence with Christ: “Come to me, all you that are weary and are carrying heavy burdens, and I will give you rest” (Mt 11:28).

Our goal is to build something truly great. Something that combines the beauty of the Church’s spirituality with world-class product and content execution.

We launched the app in December of 2018 and have been blown away with the incredible growth & traction. Hallow has been downloaded over 15 million times with over 250,000 5-star reviews. We’re blessed to be backed by some of the best mission-driven investors in the world and are excited to build out the team to help a lot more folks grow closer to God.

We are a startup. We move quickly and take… big swings. We are a small and fast moving team and each person is responsible for making an impact. It is hard work, but also deeply meaningful. We’d be honored & humbled if you’d consider joining us.

The position is a full-time contractor position 30-40 hours a week for a 4-month contract with the opportunity to renew based on performance. This position requires strong fluency in English and being Bilingual in Spanish and/or Portuguese is required.

Fluency in Polish, German, French, Italian, or Tagalog is also a plus

Familiarity with the following software is a strong plus: Intercom, Stripe, Retool, Notion, Slack, Braintree, Zoom, Google Workspace, and Zendesk.

Coding knowledge is not required but is a plus. Candidates should be technically savvy to support our users.

A minimum of 3 years in Customer Support/Service is required.

A reliably strong internet connection (at least 10 MB/s) is necessary.

Flexibility to work various shifts, including evenings and weekends, if needed.

A significant part of this position involves managing inbound and outbound calls to users. Handle phone calls with professionalism and courtesy. Address inquiries, provide information, and resolve issues effectively.

Proficiency in Spanish and Portuguese. Excellent communication skills in both languages are preferred.

What You’ll Do
• Answer live chat messages and support the needs of our users through our Intercom customer messaging platform in both English and either Spanish or Portuguese
• Collect and relay customer feedback to the rest of the Hallow team
• Identify potential issues and coordinate appropriately with the Development team
• Support other Customer Support projects as necessary

What You’ll Love
• Mission: This work is incredibly humbling. Every day we hear amazing stories and we get the pleasure of working on something that’s impacting lives
• Growth: You’ll get to journey with us as grow into a much larger team. You’ll get to contribute to building up Hallow by directly interfacing with users and helping them learn how to use Hallow
• Compensation: We will offer a compensation package that is competitive with market rates. This position will begin at 20 hours per week and has the potential to ramp up to 40 hours a week depending on need and volume
• Flexibility: This is a remote contract role, so you can work from anywhere in the world.

What We’re Looking For
• Passion: First and foremost, we’re looking for someone excited and passionate about our mission. It makes it a lot more fun to actually care about what you’re working on 🙂 that’s why we’re specifically contacting some hand-picked users to start our search as we know you already care about Hallow, know what we do, and stand behind our mission
• Experience: We are looking for experience in Customer Support with the ability to communicate clearly and fluently in English and ideally in Spanish or Portuguese using our chat feature. We are going to be in the trenches with you, but we’ll want you to come in on day one with an idea of what to focus on and know your way around a start-up. The position also requires a stable internet connection and a computer that can reliably connect to the web
• Aptitude for Learning: We’ll give you the training to be able to answer most of the questions that come your way, but part of the role involves you learning the user journey and being able to creatively address their questions. We will also be looking for you to synthesize the most common feedback so that the team knows which bugs and improvements we should prioritize

We are honored that you’d consider joining the team and look forward to connecting with you.

Best,

Alex at Hallow

CEO & Co-Founder

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