Customer Support Agent

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

📋 Description

• Address customer inquiries through email and chat, focusing on identifying root causes instead of merely addressing symptoms.

• Evaluate and enhance the responses of the AI agent, manage its escalations, and address any gaps it may overlook.

• Prioritize incoming tickets, assess their urgency, and appropriately direct the remainder.

• Manage moderation inquiries, including the review of listings and content that require human judgment.

• Maintain an accurate and up-to-date knowledge base.

• Identify recurring issues and communicate them to product, sales, and engineering teams for resolution at the source.

⛳️ Requirements

• Proficient in professional English (additional languages such as Spanish, French, German, or Italian are advantageous).

• Prior experience in support or operations, preferably in a marketplace or SaaS environment.

• Familiarity with CRM or support tools (such as HubSpot, Intercom, Zendesk, Freshdesk, Help Scout, or Gorgias).

• Methodical, detail-oriented, and capable of maintaining composure under pressure.

• Self-motivated yet collaborative, with the ability to take ownership of a problem from start to finish.

• Inquisitive about how the product and associated systems function.

• Comfortable in a rapidly evolving environment.

🏝️ Benefits

• Competitive salary.

• Flexible working hours.

• Professional development budget.

• Home office setup allowance.

• Global team events.