Senior Customer Support Agent

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

📋 Description

• Respond swiftly and professionally to customer inquiries via chat using Intercom.

• Deliver accurate and effective solutions to both non-technical and technical queries regarding the Infinni platform.

• Ensure high levels of customer satisfaction by thoroughly and courteously addressing issues.

• Escalate complex problems to the appropriate teams while keeping customers updated.

• Collaborate with support team members to exchange knowledge and best practices.

• Work alongside cross-functional teams to resolve customer issues and enhance the customer experience.

• Participate in team meetings and training sessions focused on new features, tools, and processes.

• Identify recurring customer issues and propose enhancements to support processes.

• Assist in the development and updating of support documentation and resources.

• Provide insights to the Support Team Lead regarding potential improvements in tools and workflows.

• Report directly to the Support Team Lead.

⛳️ Requirements

• Candidates must currently reside in the Canary Islands.

• A minimum of 2 years of experience in a customer support role, ideally within a B2B SaaS context.

• Experience with Intercom or similar customer support platforms (e.g., Zendesk) is preferred.

• Exceptional written and verbal communication skills.

• Strong problem-solving skills and a keen attention to detail.

• Capability to manage multiple inquiries simultaneously in a dynamic environment.

• High degree of empathy and a customer-centric approach.

• Proficiency in English is required.

• Fluency in French, German, or Spanish is an advantage.

• A bachelor's degree in Business Administration, Psychology, Human Resources, Finance, or a related field is preferred.

🏝️ Benefits

• Remote-first company, enabling employees to work from home or abroad, with the position available exclusively to candidates based in the Canary Islands.

• Competitive Salary: A highly attractive compensation package.

• Professional Growth: Opportunities for career advancement and personal development within a rapidly growing company.

• Inclusive Culture: Join a diverse and collaborative team dedicated to innovation and excellence.