Customer Support Agent

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

📋 Description

• Efficiently manage customer inquiries through email and community channels in a well-organized manner.

• Compose clear, concise, and consistent responses with an emphasis on clarity and quality.

• Maintain supervision and operate systematically during peak periods, such as high jackpots leading to significantly increased ticket volumes.

• Systematically gather, categorize, and document customer feedback for use by product and development teams.

• Identify recurring topics and patterns, and proactively highlight them.

• Continuously enhance existing content, responses, and knowledge frameworks.

• Utilize AI-assisted tools in daily support operations and assist in their further optimization.

• Collaborate within the team to refine support processes using data to boost efficiency.

⛳️ Requirements

• A minimum of 3 years of experience in customer support, ideally in a digital, product- or tech-focused environment.

• Exceptional written communication skills in German and proficient English.

• Capability to simplify complex technical or product-related subjects in a clear and comprehensible manner.

• Experience in working with data in an organized fashion, such as ticket analysis and pattern recognition.

• Confident in the use of digital tools and systems, including helpdesk software, Notion, and Slack.

• Ability to remain organized and focused even when faced with a high volume of inquiries.

• A keen interest in data-driven tasks and ongoing optimization.

• Willingness to embrace AI tools and automation in support functions.

🏝️ Benefits

• Competitive salary and flexible, trust-based working hours.

• 30 days of vacation annually.

• 2 additional company holidays (December 24 and December 31).

• Generous budget for learning and development.

• Engaging and unique team events.

• Individual learning opportunities: one training day per month along with a substantial budget for personal development.

• Buddy program: an experienced team member will support you from day one to assist with your onboarding.