About you:
The ideal candidate is a skilled written and verbal communicator with a passion for customer support. You are a proactive and self-motivated learner who enjoys working in a remote, international team. You are comfortable in client-facing roles, using digital tools, and following up with senior team members to deliver efficient customer responses.
Key responsibilities include:
Manage the official SBTi inbox to prioritize, triage, and respond to queries;
Respond to questions from companies and other stakeholders swiftly and professionally;
Monitor queries assigned to other teams and develop cross-functional relationships to hold them accountable for timely resolution;
Maintain and update internal and external documentation of responses to frequently asked questions;
Maintain and update internal process documentation for query assignment and communication between teams;
Maintain and update external FAQs, including coordinating inputs from other teams;
Assist in development and maintenance of digital Knowledge Base;
Embrace and become skilled in the use of our CRM and ticketing systems;
Proactively research, pitch, and implement process innovations, based on data-driven insights, to improve the Company Support function within the SBTi;
Continuously upskill in GHGP technical knowledge and stay on top of SBTi guidance roll-outs;
Have willingness and flexibility to contribute outside of specifically stated responsibilities as necessary to meet demands of the growing organization.
Essential skills and experience needed:
2+ years relevant work experience in customer service roles
Experience with responsibilities that required high attention to detail
Interest in becoming an expert on the SBTi’s technical guidance and GHG protocol
Passion for direct customer support and advocating for customers’ needs
Exceptional digital communication skills in English language
Strong organizational skills to follow up on multiple tasks diligently
Medium to advanced skills with the use of collaborative technology tools such as Google Suite, Slack, Freshworks, and Asana
Process-oriented and fast learner
Proactive and independent
Advanced written and oral English skills
Desirable criteria:
Prior experience working in a remote customer support function
University degree in sustainability, business, communications, sales, or comparable on the job experience
Prior experience with CRM and ticketing software systems
Data entry and processing skills
Experience in international, virtual workplaces
Experience working in an NGO
This is a full-time role based in Mexico.
This role is a fixed-term contract for 12 months with the possibility of extension. Applicants must be eligible to work in the location applied for, the SBTi cannot sponsor working visas.
What we offer:
Working in one of the most successful and fastest-growing initiatives driving climate action;
Exciting and challenging tasks in a dynamic, international, innovative, and highly motivated team;
Competitive NGO salary;
Attractive holidays