Customer Support Specialist II - BH

Role Details

Type of Support: Outbound Phone
Contract Duration: Full-time
Work Schedule: Training - 9:00 am - 6:00 pm ET Monday - Friday | Production -  between 9:00 am - 9:00 pm ET Days Off - To be assigned
Work Type and Location: Remote - US
Expected Start Date: May 1, 2025

About Us

A little about us. We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.

We are recognized as a Most Loved Workplace, and we think it’s because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day to day and thrive.

The Role

We're seeking a full-time Disaster Recovery Specialist in Austin to onboard new clients and manage a portfolio of existing clients as they progress through the disaster recovery process. In this position, you will interact directly with clients via text, phone, and email to ensure they understand the value and to guide them through their recovery journey. You will play a central role in executing personalized recovery roadmaps and ensuring clients have the necessary resources to rebuild with confidence.

What you’ll do:

• The Disaster Recovery Specialist will onboard new clients and establish strong, trust-based relationships to ensure a smooth and positive introduction to services. This includes guiding clients through onboarding and educating them about our tools and resources so they feel supported from day one.
• Once clients are onboarded, you will manage a caseload, serving as their main point of contact during their recovery journey. This involves regular check-ins to address challenges, monitor progress, and provide tailored recommendations based on their unique recovery goals. You will also collaborate with internal specialists to create and execute customized recovery roadmaps, ensuring key milestones are achieved, and clients are connected to the appropriate resources, such as grants, free services, and other recovery tools.
• Collaboration is vital in this role. You will work with marketing and product teams to gather client feedback, identify opportunities to enhance the customer experience and refine internal processes. Your insights will help adapt its services to meet emerging client needs while also contributing to developing scalable tools and resources for future clients.

What we expect from you:

• Empathetic and Customer-Oriented: Demonstrated ability to build trust and rapport with clients.
• Highly Organized and Detail-Oriented: Skilled in managing multiple priorities and maintaining strong follow-through.
• Exceptional Communication Skills: Proficient in verbal and written communication, with active listening abilities.
• Problem-Solving Expertise: Ability to assess client needs and recommend effective solutions.
• Customer Success or Client-Facing Experience: Minimum 2+ years in customer success, client management, or related roles.
• Industry Knowledge: Familiarity with disaster recovery, social services, or related fields is a plus.
• CRM and Digital Tools: Proficiency with customer relationship management tools to track and support client progress.
• Start-Up Experience: Experience in an early-stage startup environment is strongly preferred.
• Self-Starter: Comfortable taking initiative in a fast-paced, dynamic environment.

• Full-time employment
• Competitive compensation based on experience
• A dedicated wellness program, including support from an in-house psychologist 
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture is at our core

Culture leads, success follows. Our core values bring intention to our work and set the tone for our culture. From t