Customer Advocate

DigitalOcean (NYSE: DOCN) simplifies cloud computing so builders can spend more time creating software that changes the world. With our mission-critical infrastructure and fully managed offerings, DigitalOcean enables startups and small and medium-sized businesses (SMBs) to rapidly deploy and scale modern applications. As a remote-first organization, our employees, like our customers, are based around the world.

We serve the developer community and the businesses they build with a relentless pursuit of simplicity. With our customers at the heart of what we do - and powered by a diverse culture that values boldness, speed, simplicity, ownership, and a growth mindset - we are committed to building truly useful products. Come swim with us! 

We are looking for a Customer Advocate, who will interact with customers on their billing and account verification queries through live chats, emails and support tickets etc., and resolve their account and billing related issues. The ideal individual holds the ability to work independently, is self-motivated and can  handle pressure with tight deadlines. Perfect verbal and written English communication with good customer empathy are mandatory for this position. 

This is preferably a full-time position based out of Karachi and with in-person presence in the Karachi office, at least 3 times a week in a growing 24/7 global Customer Success team that will report into the Team Lead, Customer Care working with our Cloudways/DigitalOcean customers. The successful individual will be empowered to advocate for improving the customer experience and growing their own knowledge.

• Interact with customers (via chats, emails, calls, etc.) to answer their billing queries
• Identify non-legit customers and contact them to verify their identity
• Handle billing recoveries, chargebacks, disputes, and account abuses
• Timely act on abuse alerts and reach customers to resolve their issues
• Share customers’ feedback with internal teams for product improvement
• Understand and keep track of business KPIs

• Bachelors (in any discipline)
• Effective written and verbal English communication with native fluency & ability to listen
• Ideally, 2+ experience working in a tech company with a customer facing role
• Previous experience in the web hosting company would be a PLUS.
• Remote work experience will be a PLUS.
• Strong Customer Empathy
• Manage and escalate customer issues Punctual and trustworthy
• Thirst for learning
• Strong ownership & resilient to pressure
• Schedule flexibility
• Intermediate abilities with either Excel or Google Sheets are a must.

• A strong customer service mindset and the ability to empathize with customers
• The ability to ask effective questions to identify pain points and needs
• The ability to manage and escalate customer issues as needed
• Strong attention to detail and consultancy skills
• A proactive approach to problem-solving
• A desire for continuous learning and improvement
• A strong sense of ownership and the ability to work well under pressure.

• We are proud to work here. You’ll be a part of a cutting-edge technology company with an upward trajectory, who are proud to simplify cloud computing so builders can spend more time creating software that changes the world. As a member of the team, you will be a Shark who thinks big, bold, and scrappy, like an owner with a bias for action and a powerful sense of responsibility for customers, products, employees, and decisions. 
• We prioritize career development. At DO, you’ll do the best work of your career. You will work with some of the smartest and most interesting people in the industry. We are a high-performance organization that will always challenge you to think big. Our organizational development team will provide you with resources to ensure you keep growing. We provide employees with reimbursement for relevant conferences, training, and education. All employees have access to LinkedIn Learning's 10,000+ courses to support their continued growth and development.
• We care about your well-being. Regardless of your location, we will provide you with a competitive array of benefits to support your overall well-being, from one-time work from home stipend to wellness allowance to flexible time off policy, to name a few. While the philosophy around our benefits is the same worldwide, specific benefits may vary based on local regulations and preferences.
• We reward our employees. The salary range for this position is based on market data, relevant years of experience, and skills. You may qualify for a bonus in addition to base salary; bonus amounts are determined based on company and individual performance. We also provide equity compensation to eligible employees, including equity grants upon hire and the option to participate in our Employee Stock Purchase Program. 
• We value diversity and inclusion. We are an equal-opportunity employer, and recognize that diversity of thought and background builds stronger teams and products to serve our customers. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.

*This is a role located in Karachi

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