We are looking for a

Bilingual Cardholder Support Representative - LATAM (Freelance)

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 freelance 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 and how growers and workers use them, as well as 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 from our currently roughly 600 active payroll card users to several thousand.

  • 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 both Spanish and English.

  • High-speed internet for your home office. You will be reimbursed for your internet service.

  • A laptop will be provided to you for the position.

  • Experience working in a service-oriented field.

  • Schedule flexibility (20- to 40-hour work weeks, including nights, weekends, and specific holidays).

  • The schedule will be shared with you at least two weeks in advance. 

  • You’ll receive a minimum of 80 hours per month of work, with a maximum of 160 hours per month. If, at any point, the demand for your services lowers below the point of 80 hours per month, you will still be paid the full 80 hours of work.

  • 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!


To Apply:

Please send a cover letter and resume to natalie.f@ganaz.com