We are looking for a
Bilingual Cardholder Support Representative
(Part-Time Direct Contract, Based in Latin America)
Overview
There are 2.7B deskless workers globally, and one-third work in agriculture. Software tools built for white-collar workers just don’t work for agricultural workers who are often lower literacy, migrant, unbanked, and not accustomed to using email and apps. That’s where we come in.
Ganaz is the workforce management platform for the $1+ trillion North American agriculture and food manufacturing industry. We help create safer, fairer and more profitable workplaces while providing the financial services needed to help workers forge a path out of poverty. Our software currently helps employers onboard, train, communicate with, and retain their multilingual, deskless workforce. We recently launched payroll cards with integrated remittances, saving money for both workers and employers in this large and underserved market. We’re working with some of the largest and best brands in the industry, and our product offering and customer base is growing fast.
The Role
As a direct contract Ganaz Cardholder Support Representative, you will create delightful customer service experiences for our Ganaz payroll card users by providing friendly, clear, and efficient solutions to their questions or problems. Our cardholders are farm workers - they have grueling jobs and work long hours. Many of them will be using a payroll card for the first time. Your job is to answer their calls and address their concerns so that they feel comfortable, smart, and empowered using their payroll card.
What you’ll do
Within 1 month, you will…
Learn about our products, how growers and workers use them, and our product roadmap and vision.
Learn about our cardholders - their demographics, jobs, challenges, and habits, so that you can better serve them.
Learn how to use our customer service system and complete cardholder customer service agent training.
Answer your first cardholder calls and solve real problems!
Within 3 months, you will…
Contribute to our customer service systems, tools, and procedures through continuous improvement.
Provide insights and feedback to our product team to help improve our payroll card products and services.
Within 6 months, you will...
See our payroll card program expand dramatically.
Help grow our customer service systems, procedures, and teams to support an ever-broadening and diversifying customer base.
What you’ll bring
To the job:
A customer-focused, friendly, helpful, and positive attitude.
Great active listening skills and empathy–you treat everyone with respect.
Excellent organizational skills and attention to detail.
Creativity and a desire to solve problems.
To our mission and our company:
Excitement at the prospect of serving an often overlooked workforce, creating products that have a positive impact on people’s lives.
A strong sense of ownership that extends beyond individual tasks and drives you to learn, experiment, and seek solutions to problems. You are more comfortable with “what needs to be true” than “that can’t be done.”
A belief that all people deserve to be treated with empathy and respect.
A track record of excellence, of encouraging yourself and others to always do better.
Requirements
Fluent in Spanish.
Advanced in English.
High-speed internet for your home office. You will be reimbursed for your internet service.
Experience working in a service-oriented field.
Fast learner and self-motivated.
A laptop will be provided to you for the position.
Schedule:
Strong schedule flexibility (10-20 hour work weeks, including nights, weekends, and holidays).
The schedule will be shared with you at least two weeks in advance.
You will be required to attend a weekly or biweekly team meeting, which you will be paid for. You will be required to attend all training sessions, which may occur during the weekday. You will be paid for your time training.
What else you’ll need to know:
Ganaz is an equal opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws or our own sensibilities.
At Ganaz, diversity is more than a nice-to-have; it’s a critical ingredient for our success. We welcome applications from those who are traditionally underrepresented in tech. If you like the sound of this position but are not sure if you are the perfect fit, please apply!
Payment*
1st - 10th Day: Training (no live calls, no weekends)
$120.00 MX / hour*
The timeframe may be shorter depending on performance.
11th - 20th Day: On phones with live calls while having backup and monitoring
$144.00 MX / hour*
The timeframe may be shorter depending on performance.
After 20 Days: Live calls
$175 MX / hour* for Monday through Saturday shifts
$205 MX / hour* for Sunday shifts
*Note: Payment above is listed in Mexican pesos, but Ganaz is open to hiring in any country in Latin America and will adjust payment according to local currency. Also, the timeframes listed above may be shorter if the person shows (s)he is fully trained and ready to assist live callers.
Benefits once fully trained and working at least 30 hours per week:
Internet reimbursement of up to $50 USD per calendar month.
Mental health reimbursement of up to $200 per year.
Double pay if working on a holiday (as specified by country in Ganaz’s Company Holidays calendar).
Loaned laptop for work (which remains the property of Ganaz).
To Apply:
Please send a cover letter and resume to natalie.f@ganaz.com
Ganaz is a public benefit corporation, building technology to foster well-being and prosperity for industry, workers, and their communities.