Careers with SimpleCitizen - Customer Live-Chat Representative

Who we are

SimpleCitizen is a tech-based immigration company with a special focus on helping Immigrants and their families with their Immigration journeys; we take innovative technological approaches to provide services that effectively meet their needs. SimpleCitizen has provided immigration support to thousands of immigrants, and their families, even in the midst of rapidly changing immigration policies.

Since our founding in 2014, we’ve built a reputation of doing whatever it takes to help legal Immigrants to the United States obtain Permanent Residency, and Citizenship, at a fraction of the cost and time of the alternatives, while achieving an industry-leading success rate.

Over the last couple of years, we’ve taken that same attitude & innovative spirit into the corporate immigration space & just recently joined Fragomen—the largest & leading immigration law firm & services provider in the United States & around the world. For nearly 70 years, Fragomen has been exclusively dedicated to providing immigration guidance & support & has a global footprint of over 50 offices worldwide supporting immigration into more than 170 countries. Fragomen’s professionals are recognized as the world’s preeminent immigration practitioners & thought leaders in their respective jurisdictions. This exciting acquisition will provide SimpleCitizen with financial backing & a broad base of exciting clients, enabling us to continue to improve the immigration experience for hundreds of thousands of workers around the globe.

Opportunities to truly disrupt an industry are not that common, but this is one of them. In partnership with Fragomen, the stage is set for SimpleCitizen to transform the multi-billion-dollar corporate immigration industry. We will win because of our uncompromising customer focus, our innovative approach to technology, and our recent union with Fragomen.

To achieve this bold mission, we’ll need the help of the best people in all aspects of our business.

What we’re looking for

Responsibilities

• Act as the first point of contact for many SimpleCitizen customers;
• Provide prompt, courteous, and accurate live chat support to customers using SimpleCitizen’s software to self-generate their immigration applications;
• Help customers navigate government websites to locate information that they can rely on while using our platform to draft their immigration paperwork;
• Answer customer inquiries regarding immigration requirements, procedures, and documentation in a compliant way;
• Aid potential customers in understanding how SimpleCitizen works, aligning their needs with potential solutions offered by the company;
• Help convert potential leads into customers by providing adequate information to help customers make purchasing decisions;
• Schedule phone and video call appointments with potential customers for senior members of the team;
• Troubleshoot technical issues related to the software and escalate complex issues to the appropriate parties;
• Maintain detailed and accurate records of customer interactions and transactions; and
• Contribute to the company’s desire to continuously improve our services and software platform for the benefit of our customers and stakeholders.

Qualifications & Skills:

• Fluent in English, with very strong communication skills (both written and verbal) for regular client communication – Spanish or Chinese language proficiency is a plus
• Proficiency in using computers and navigating software applications – Experience with VoIP phone systems, Google Suite, and Microsoft products are a plus
• Ability to multitask and work efficiently in a fast-paced environment
• Compassionate and patient demeanor with a genuine desire to help others
• Previous experience in customer service or a similar role (preferred, but not required)
• Previous account executive and/or inbound sales experience (preferred, but not required)
• Knowledge of immigration procedures and forms (preferred, but not required - training will be provided)

Benefits of Working at SimpleCitizen:

Our top priority is to ensure that while our employees are making a difference in the world, we can also make a difference in theirs. We hope that by providing our employees with benefits they want and feel empowered by, we can give them the support they need to excel in their professional and personal lives. Below is a short list of just a few of our favorite benefits at SimpleCitizen.

• Competitive salary
• Quarterly bonuses based on performance
• Unlimited PTO
• Up to 14 Weeks Parental Leave
• Full Medical, Vision, Dental Benefits
• Hybrid work arrangements available, after probationary period
• Growth-Centered Work Environment