Bi-Lingual Customer Service Specialist

Our everyday digital experiences are in the midst of a realtime revolution. Whether chatting alongside a livestreaming event, receiving realtime financial information, or working with colleagues in an online collaborative environment - consumers simply expect realtime digital experiences as standard. At Ably we’re not just witnessing this revolution, we’re powering it - at scale. At the heart of our mission lies a commitment to putting developers first. Ably provides a suite of products to build, extend, and deliver powerful digital experiences in realtime, delivering billions of messages for millions of devices every day and supporting organizations like Harness, EA, Panasonic and HubSpot. Working at Ably means helping to build the infrastructure and technology that will power and shape the future of the internet. The opportunity in front of us is immense. And we’d like your help. ABOUT THIS ROLE We are building a new customer success motion from the ground up, and this role is at the centre of it. As our Growth Customer Success Manager, you'll own the success of Ably's Growth Success tier for customers spending between approximately $10k and $30k ARR. We’re focused on delivering exceptional experiences for our customers and our developer community, and this role is key in building that motion. You’ll focus on helping developers understand, adopt and scale with Ably, manage renewals and help to build the engine that powers a scaled, digital CS function for Growth. This is not a position where you inherit a programme and run it. It's hands-on, data-informed customer work that gradually builds into something more systemic. It’s a role for someone highly analytical, who’s excited by the combination of being hands-on with customers and improving the system that allows us to scale. DAY TO DAY YOU WILL * Own retention and expansion for Growth tier accounts. You will be directly accountable for GRR and NRR within the Growth tier, including managing renewals, identifying expansion opportunities, and flagging accounts that should be elevated to Dedicated CS or Sales. You’ll be the human connection for accounts that aren't yet covered by a scaled digital motion. * Play a key role in building the digital CS motion. You’ll design and implement Ably's first scaled customer success programme for the Growth tier. This means defining which product and revenue signals matter, building health scoring for the segment, creating automated lifecycle journeys, and establishing the playbooks that drive engagement at scale. You will determine what "good" looks like for this segment and build the system to deliver it. * Run the product intent engine. You'll work with product usage data, consumption patterns, and activation signals to understand what healthy and at-risk looks like across the segment. You don't need to be a data engineer, but you do need to be comfortable pulling your own analysis, identifying trends, and translating what you find into action. Working with our data warehouse (Snowflake), CRM (HubSpot) and product analytics will be a key part of the job. * Support the transition from high-touch to scaled. Some accounts currently receiving dedicated CSM support will move into the Growth tier. You'll manage that transition carefully, maintaining continuity of experience while shifting those customers to the new model. * Partner with Developer Experience. Ably's DevEx function owns the product-led, self-serve success motion for all users. Your role layers revenue-focused engagement on top of that foundation. You'll work closely with DevEx to make sure the two motions are complementary, and to share signal and insight across the two teams. WE'D LOVE TO TALK IF YOU HAVE * Approximately 4-7 years experience in Customer Success at a technical B2B SaaS company. * Exposure to scaled, digital, or tech-touch CS programmes. You understand how data and automation drive outcomes at volume, even if you haven't built a motion from the ground up yourself. * Comfort working with usage data and BI tooling to identify trends and make decisions independently. Experience with Metabase, Snowflake, or similar is a strong advantage. * A clear understanding that CS is a revenue function. You're accountable for GRR and NRR, and you know the difference between a customer who needs help, one who's ready to expand, and one who should be escalated. * The instinct to turn a solved problem into a repeatable playbook rather than a one-off fix. You have a builder mindset and are energised by creating structure where none exists. * Enough technical fluency to hold your own with developer audiences. You don't need to be an engineer, but you should be comfortable in technical conversations and able to interpret product usage patterns. * Experience of using AI as part of your workflow and an understanding of how it can accelerate your research and analysis. * Strong written and verbal communication skills, and the ability to work cross-functionally with Sales, Product, and Engineering. BONUS POINTS IF YOU HAVE * Experience in developer tools, infrastructure or API products is a genuine advantage given Ably's technical customer base. * Experience working with consumption-based or usage-based pricing models. WHAT’S IT LIKE TO WORK AT ABLY? We’re tackling planet-scale problems and our ambitions are a testament to that. You’ll join a successful, deeply motivated and collaborative team that thrives on innovation, experimentation and autonomy. To get a sense of life at Ably, visit our careers page. You can also read about the origins of Ably's core values on our blog. We believe in fostering a culture that's built on inclusivity and mutual respect among all team members, and we recognise that each individual is different and will want to be supported in their role in different ways. We provide a range of perks and benefits to aid folks' development and wellbeing, allowing them to be their best selves and do great work. * A remote-first and flexible work environment. UK-based teams come together in person once per month in our London hub (next to Old Street) and we get together as a company twice per year. Aside from that, you’re welcome to work wherever suits best for you. * Equity. We’re a growing start-up and we want all team to members to share in the success of the company through our EMI share options programme. * Enhanced holiday allowance. Our policy provides Ablyans with 28 days of paid annual leave (27 regular days, plus a day off to enjoy your birthday). * Enhanced parental leave package, so that you can take the time you need to get to know your new family member, rest and recover. * Home workstation budget of £500 on joining (and £150 p/a thereafter), so that your home office is set up to serve you well and that you have everything you need to work comfortably. * Personal learning and development budget of £1000 annually, and 5% L&D time during working hours to focus on improving your skillset. * Private healthcare with BUPA. * Medical cash plan to cover a range medical and dental costs. * Mental wellbeing coaching and counselling from Self Space. * Monthly wellbeing budget via Juno. * Life assurance and income protection. * Access to Tech & Cycle to Work schemes. * Weekly snack allowance for our end-of-week “Need To Know” meeting. * A fully-paid one-month sabbatical after five years with Ably. DIVERSITY, INCLUSION & BELONGING AT ABLY We believe our differences as individuals is what makes us great. Our people are at the heart of what we do, and we encourage everyone to be their most authentic self at Ably: we see inclusivity and openness as fundamental to creating long-term success as an organization. We encourage applications from all backgrounds regardless of age, disability, gender, sexual orientation, parental status, race, religion, educational background or neurodiversity. Ably has an amazing opportunity ahead of us, and we want anyone to be able to contribute to that opportunity. If you enjoy working as part of a technology company, value open source, and love solving hard problems - then we’d love to hear from you, regardless of whether you fit the job description exactly or not. If in doubt, drop us an email; we’d be more than happy to give you some advice on your application.

Overview:   We're seeking bilingual individuals (Spanish) who are eager to learn and grow.  We’re in the financial services industry, but we’re not a bank. We’re in the “people” business. Inspired by the credit union philosophy of “people helping people,” we’ve developed a strong and growing tradition of investing in our employees, our members, and our community.  OnPoint is the largest community owned credit union in Oregon – and we’re growing! Our growth provides great opportunities for you to reach your personal and professional goals. We value enthusiasm, commitment to outstanding performance, and providing opportunities to truly make a difference. If you are looking to join a team of dedicated, collaborative, and passionate individuals, we invite you to explore and grow your career with us!   Job Summary:   As a Teller, you are the welcoming face to our members and non-members alike. Tellers help members meet their financial goals by handling routine financial transactions (deposits, withdrawals, advances, payments, etc.) and giving a warm welcome to everyone who comes into the branch. Tellers inform members of other products and services that will meet their financial needs and strengthen their relationship with the Credit Union. Responsibilities:  * Deliver exceptional member service through welcoming greetings, attentive body language, friendly conversation, and ensuring all member needs are met. * Processes and accurately document all teller transactions according to established procedure. * Understands and determines acceptability of negotiable items and member identification. * Identifies and addresses members’ questions and concerns to offer solutions. * Proactively engaging member questions to uncover needs and cross-sell products and services. Refers to appropriate staff members or opens product/service as appropriate. * Assists with lobby management traffic to ensure members are being helped in a timely manner and feel welcome. * Keep informed on up-to-date financial services and tools offered by Credit Union and educate members of new services and tools available to them. * Maintains cash drawer and balances within guidelines established by Credit Union. * Able to assist or lift 50-pound bags of coin. Stands for extended periods of time as required (up to four hours at a time). * Perform any additional duties as required by the Management Team. * Actively work to meet or exceed product and service cross-sale goals.  Knowledge, Skills & Abilities: * Ability to coordinate a variety of assignments simultaneously and prioritize work. * Ability to work effectively as part of a team and individually to consistently meet and exceed set goals determined by the Credit Union. * Proficient in counting cash, arithmetic, ten-key calculator and basic computer skills. * Demonstrates a high level of member service, sales, interpersonal communication skills, problem solving, motivation to accomplish set goals, organization and self-management skills. * Ability to comprehend and adhere to compliance requirements.   Physical Requirements: * Able to assist or lift 50-pound bags of coin. Stands for extended periods of time as required (up to four hours at a time). * Demonstrates a sense of urgency when assisting members.  Job Qualifications: * High School graduate or GED required. * A minimum of 6 – 12 months prior Teller experience within a financial institution, retail sales, or a customer service position involving cash handling experience required. * Bilingual skills are highly desired. Additional Information: Hours of Operations: Monday - Friday 9 AM - 6 PM, Saturdays 9 AM - 3 PM. May be be required to work a combination of hours throughout the workweek M- Sat.  Starting Pay: $22.00 per hour with no specific banking experience required, but with 6 months’ sales and/or customer service experience required. This OnPoint branch is located inside a Fred Meyer or Safeway store. Employees working in an in-store location are eligible for an in-store differential. See what it is like to be a Teller at OnPoint: https://onpointcu.wistia.com/medias/saqp52d262 [https://onpointcu.wistia.com/medias/saqp52d262] At OnPoint, we believe a workplace that reflects the richness of the world fosters a welcoming and empowering environment for everyone. We're committed to equity and inclusion, and consider all qualified applicants embracing every race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and your unique background.  We encourage you to apply if you're passionate about this opportunity and have the core qualifications. Your unique experiences and skills are what make you a strong candidate. Don’t let imposter syndrome hold you back! Our recruitment process is designed to be inclusive and accessible to all. If you need accommodation during the application or interview stage, please let us know. We're dedicated to providing what's necessary to ensure fair and inclusive experience.