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

📋 Description

• Serve as the primary representative of RiseGuide to our users: address inquiries through email and chat, and eventually via phone; adhere to a shift-based work schedule (including night shifts) while meeting key performance indicators (KPIs).

• Enhance support procedures: implement minor adjustments, develop macros, and test and roll out new tools and workflows.

• Gain an in-depth understanding of the product: swiftly learn all support processes, pinpoint areas for improvement, and contribute to making the service more user-friendly and efficient.

⛳️ Requirements

• A minimum of 3 months of experience in Customer Support (candidates from related fields will also be taken into account).

• Proficient in English (B2+) — capable of effective written and verbal communication with users across the globe.

• Strong attention to detail when gathering information for escalating complex issues to the relevant teams (technical support, product, and legal departments).

• Demonstrated empathy and customer-centric approach — even in challenging situations, you ensure users have a positive experience.

• Quick to adapt — you embrace new workflows, tools, or procedures as opportunities, not barriers.

• Experience with Zendesk.

• Comprehension of essential support metrics: First Response Time, Resolution Time, CSAT — and the capability to positively impact them through your contributions.