Customer Relations Intern

As one of the largest entrepreneurship networks globally, Bridge for Billions creates, designs, and manages entrepreneurship programs with foundations, corporations, and public entities that have benefited more than 3000 entrepreneurs in more than 99 countries. Its objective is to facilitate access to entrepreneurial support for all types of entrepreneurs with a common purpose: to boost innovation that solves the problems that truly matter, generate economic growth, and new decent job opportunities.

Bridge for Billions, recognized by Forbes 30 Under 30, Ashoka, and Acumen, has worked with more than 100 organizations such as Coca-Cola, Accenture or BMW, and institutions such as the United Nations in the development of entrepreneurship programs that support diverse entrepreneurs in the creation of innovative solutions for today s most pressing issues.

In 6 years, Bridge has grown to a team of 29 people from 13 nationalities, with headquarters in Madrid, where most of our team is based; an emerging LATAM HQ in Antigua, Guatemala, with a few team members; and a few people based in different places around the world. We will likely end the year 2022 as a team of 40 people.

Tasks

JOB MISSION

You will be the Customer Relations Intern in a fast-growing social enterprise!

Your key mission will be to support and improve the customer journey. You will manage the email and chat support for our entrepreneurs, mentors and clients. This role will help us to deliver a better experience and value in our online entrepreneurship programs and keep users delighted as well as support our Program Managers. You will work closely with the Programs team to ensure just that.

We are looking for someone who can put themselves in the user s shoes and provide fast, efficient, and simple answers to their sometimes-complicated issues. Someone who is adaptable to change in this period of growth for the company. We also want someone who truly embodies our culture. Our core values are empathy, grit, courage, and gumption.

ROLES & CONTRIBUTION

Chat & email support (60% time)

• Provide support for customers primarily via email, chat, sometimes WhatsApp and phone to ease their experience on the platform, answer questions, and provide consultative assistance.
• Handle simple and at times more complicated support requests from our users. Be on top of ticket resolution and chats from our users and customers, and when needed, redirect them to the right stakeholder.
• Take appropriate steps to listen, understand, and engage with the customer to find solutions & communicate options.
• Develop a comprehensive understanding of the Bridge for Billions platform, processes, & practices ensuring quality assistance with incoming customer queries.
• Understand and communicate industry best practices and the evolution of the Bridge for Billions product and platform functionality, methodology, and services integral to the customer's success.
• Become an expert on the Bridge for Billions platform, methodology and program experience.

Coordination with the tech support team (20% time)

• Learn to master our internal database (API) and perform key actions that can unblock our users (examples: status changes, change of password, transfer of program, change of mentor ).
• Constantly coordinate with our tech support team to report bugs that show up, follow up with the ones they re aware of and update our users on the status of their requests.
• Learn about the most common bugs and their root cause and how to solve them without relying on a tech person whenever possible.

Improvements to the user experience (20%)

• Capture and record internal and customer-sourced insights to bridge gaps that may exist between customer expectations & participation.
• Be able to raise a flag when patterns of tech issues are identified by you. Label, collect, and share user feedback with the product team.
• Proactively communicate with internal teams to stay up to date with the state of our product. Lead projects aimed at improving our metrics, processes, and tools. Additional responsibilities related to the function may be required.

Requirements

Hard Skills:

• Languages: native-like in both English and Spanish.
• Bachelor's degree in Business Administration, Communications, Marketing, International Relations or comparable degrees
• Familiar with the use of tools and platforms (Slack, HubSpot, Trello etc.)

Soft Skills

• Well-organized and self-disciplined.
• Have good judgment, be intuitive, autonomous and resourceful.
• Ability to empathize with users and customers issues and make them feel heard.
• Look at situations from several points of view.
• You have good attention to detail & hold yourself to high quality standards: you test things yourself before making them go public.
• Can break down problems and think critically.
• Good at prioritizing: Ability to manage multiple tasks at once
• Strong organizational and coordination skills: you will have a lot to juggle, so it is essential to be able to stay organized.
• At ease with spotting patterns, analyzing data, presenting this data and making quick decisions to improve outcomes.

Skills we look for in all Bridge members:

• Purpose alignment: This position is not just a job but aligns with your purpose, the impact you want to make in this world, and who you want to become.
• Values Alignment: You embody our 4 team values: Courage, Grit, Empathy, and Gumption.
• You have a start-up mindset highly collaborative with an entrepreneurial, roll-up-your-sleeves attitude. You re not afraid to be responsible for the outcomes of your work and work independently when required.
• You take the initiative, are results-driven, and show empathy in all your interactions with team members, entrepreneurs, mentors, and partners.
• You have powerful emotional intelligence that allows you to quickly understand people s needs and expectations and develop trust, engagement, and commitment in your relationships.
• Passion for your work and lifelong learning.
• Growth mindset and resilience to overcome challenges, understanding that systemic change requires hard work.
• Able to juggle many responsibilities and prioritize own workload.

Benefits

RECRUITMENT PROCESS

• Once you apply and we review your application, we will send you a quick Typeform to complete so we know we re aligned on the basics and logistics of the role.
• If we are, we ll invite you to a 1st 30-minute check-in just to explain a bit more about the process and get to know each other a little better.
• If there s a match, we will send you a practical challenge to be resolved within three days (it can vary depending on the position you re applying for)
• We ll review your practical challenge, and if it meets the goals, we will invite you to a Technical Interview where we will go over the challenge and talk more about your hard skills.
• If everything goes well, we will invite you to a Mutual Interview, a shared space where you will be able to ask us anything you want to make sure Bridge for Billions is where you want to take your next professional step!

OFFER AND LOCATION

• Compensation of 700 - 1000 per year, depending on profile (about to complete a Bachelors, Masters or MBA degree)
• Location: Madrid
• Start date: as soon as we find the right person.
• Duration: 3 months, renewable once for 3 more months, with chances of joining our team full-time based on cultural fit and performance.
• Contract type: Full-time Internship.

OTHER BENEFITS:

Impact & Team

• A real vision for systemic change in the entrepreneurship sector, to make it more equitable, inclusive and efficient
• Work on something that matters, and contribute to helping thousands of entrepreneurs from all over the world. The chance to shape the company by taking on a key role in a booming social enterprise.
• An international dynamic team of young professionals with lots of passion and a clear vision.
• Co-created values, a compass to achieve our mission: Gumption, Courage, Grit and Empathy.
• Check out Bridge team members' reviews on Glassdoor.

Growth

• You will become part of a global team, with the opportunity for a full-time contract working in the Program Management subarea or another department once the internship is done.
• 4-day company retreats once or twice a year paid for by the company. Fundamental in our culture, they help us align, grow in leadership, tackle big topics and bond as a team, and they re led by external and experienced coaches and facilitators.
• Learning budget based on specific need or opportunity (examples: team members have accessed backend bootcamp, leadership training or facilitation training).
• Big feedforward and feedback culture. Monthly one-on-ones with your team lead to help you grow and in-depth individual and peer-reviews 4 times per year.
• Team members are encouraged to give talks, and give/receive internal training.

Materials, Flexibility & Remote Work

We will provide you with a second-hand Macbook computer bought from our friends at Backmarket or equivalent so you can do your best work while preventing e-waste.

Flexible working hours and remote days.

If you re based in Madrid we have a great office in the city center with lots of light, big screens and a huge terrace. We love to grab lunch together and talk about life s silly and deeper things.