Customer Care Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage user inquiries for web and app platforms in Zendesk through both email and live chat.

• Identify the underlying issues faced by users instead of merely addressing individual cases.

• Forward user concerns to the technical team when necessary.

• Categorize user requests to gather analytical data.

• Maintain response times in accordance with the Service Level Agreement (SLA).

• Provide insights regarding frequent issues encountered by users.

• Recommend enhancements to templates, guidelines, and processes.

• Collaborate closely with the Tech Support team by reporting bugs and identifying recurring problems.

⛳️ Requirements

• Proficient in English at an Upper-Intermediate (B2) level or above, with strong writing abilities in grammar, punctuation, and vocabulary.

• Possess clear, courteous, and empathetic written communication skills.

• Capable of managing a substantial volume of similar requests while maintaining speed and quality.

• Analytical approach focused on discovering root causes.

• Availability for shift work.

• Over 1 year of experience in Customer Support is a plus.

• Familiarity with Zendesk or other ticketing/CRM systems is advantageous.

• Experience in high-volume email and live chat support is beneficial.

• Background in subscription-based mobile applications is a plus.

• Daily engagement with AI tools, automation tools, and productivity applications is a plus.

• Evidence of implemented improvements suggested is a plus.

🏝️ Benefits

• Competitive salary based on your expertise and experience.

• Regular performance evaluations to encourage your development.

• Flexibility in selecting your workplace: remote or at one of our development offices.

• Comprehensive health insurance, including dental care and massages.

• Customized learning programs tailored to your interests and skill enhancement.

• Sports compensation program: available offline and online.

• Referral bonuses for introducing new team members.

• Bonuses for writing articles, public speaking, and other initiatives.

• A wonderful team and a welcoming, supportive community.