Customer Support Specialist

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

📋 Description

• Manage incoming support inquiries through Intercom.

• Facilitate participant recruitment processes by assessing studies, tracking progress and quality, and addressing recruitment challenges.

• Diagnose user issues and pinpoint bugs or usability problems.

• Work collaboratively with Product and Success teams to enhance the customer journey.

• Assist in maintaining and updating both internal and external documentation.

• Propose and execute process improvements, including upgrades to the AI agent, to boost efficiency and elevate the customer experience.

• Deliver prompt, friendly, and precise customer support.

• Appropriately escalate bugs and recurring issues to the Product team.

• Utilize AI and automation to lessen manual tasks and enhance resolution times.

⛳️ Requirements

• Over 2 years of experience in a Customer Support position, preferably in the SaaS/tech sector.

• Capable of handling a large volume of information and managing multiple priorities simultaneously.

• Self-motivated with the ability to work remotely and asynchronously.

• Exceptional written English skills.

• Familiarity with tools such as Intercom, Slack, Notion, and Google Workspace.

• Strong judgment, empathetic demeanor, and solutions-focused mindset.

• Experience collaborating with third-party service providers.

🏝️ Benefits

• Full-time permanent employment.

• Opportunity to work remotely.

• Flexible asynchronous work environment.

• Role in customer support with the chance to contribute to and implement process enhancements, including improvements to the AI agent.