Customer Support & Quality Assurance Specialist

Tarjimly is a 501c3 tech nonprofit established in 2017 with a mission to eliminate language barriers for refugees, immigrants, and humanitarians. We accomplish this through our Tarjimly mobile platform, connecting individuals with a vast network of 60,000+ community translators for on-demand language support, in addition to providing a series of professional interpretation and translation services. Our team is global, passionate, and operates entirely remotely, dedicated to making a significant impact in the lives of those we serve.

In this position you’ll play a crucial role in Tarjimly, as a bridge between our users and the Tarjimly team. This role is critical for keeping a pulse on the experience of our user base, and ensuring our users have a positive experience with Tarjimly. You’ll be monitoring trends and issues, proactively informing the team of anything important or relevant. You’ll be using a variety of online tools, including Slack, Metabase, Retool, Intercom and Logrocket.

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Employment Details‍

• Salary range: $500 - $1000/month
• Contractor Position.
• Fully Remote Position.
• Full-time (40 hours/week) work. Hours are flexible but need to be responsive to messages & emails during EST working hours.
• Benefits include 21 days PTO/year.
• Team Meetings: Weekly on Tuesdays & Thursdays at 11am EST.

1. Customer Support
   
   • Manage and respond to user inquiries across multiple channels, including email, in-app chat, phone calls, and social media.
   • Serve as the main point of contact for users, ensuring timely communication and resolution of inquiries, bug reports, and feedback.
   • Act as a liaison between users and internal teams, relaying insights and improvements needed based on user feedback.
   • Stay informed of app updates and proactively communicate new features and improvements to the user base.
   • Educate users on app functionality and troubleshoot issues; create user guides, FAQs, and resources to address common questions and best practices.
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2. Session Review & User Experience Feedback
   • Conduct regular quality checks on sessions, ensuring they meet Tarjimly’s standards for user experience and quality control.
   • Track and analyze key usage metrics, such as session volume, user engagement, languages used, and feature requests.
   • Monitor real-time data dashboards, proactively flagging important updates, trends, and potential areas of improvement for team members.
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3. Community Safeguarding.
   • Adhere to and promote Tarjimly’s safeguarding policies, identifying and reporting any concerns related to community welfare.
   • Foster a safe and positive environment by ensuring all interactions align with best practices in safeguarding.
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4. App Quality Assurance (QA)
   • Test new features and improvements in the Tarjimly app to ensure functionality and usability meet high standards.
   • Identify, document, and follow up on bugs or inconsistencies within the app.
   • Conduct rigorous testing to confirm fixes and updates that address app reliability.

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Required:

• Experience in managing customer support through various channels.
• Comfortable with digital tools needed for project management, communication, and remote work. Able to learn how to use new digital tools quickly.
• Excellent written and verbal communication skills, with the ability to effectively present information and respond to questions
• Fluency in English, spoken and written
• Enjoys customer service and working with people
• Proactive and innovative problem solver able to identify areas of improvement and implement solutions
• Highly organized, reliable, good with deadlines, with the ability to manage and prioritize multiple tasks at once
• Passion for our mission and working with immigrant and refugee populations

Desirable:

• Fluent or proficient in additional languages
• Previous experience in the humanitarian field

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If you are interested in applying, please fill out the following form

Deadline for application is: 29th November

Only those chosen for interviews will be contacted.

Tarjimly is an Equal Opportunities Employer. We are committed to equal employment opportunities regardless of age, sexual orientation, gender, pregnancy, religion, nationality, ethnic origin and disability. We base all our employment decisions on merit, job requirements and business needs.

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1. Slack
2. Metabase
3. Retool
4. Intercom and
5. Logrocket