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

📋 Description

• Address customer inquiries through Intercom, chat, email, and various support channels with professionalism, warmth, and care.

• Analyze and resolve product issues using internal tools, customer data, and product knowledge, troubleshooting whenever possible and escalating when necessary.

• Guide users on maximizing the use of Rylo’s services, enabling them to communicate effortlessly.

• Record and track customer interactions to pinpoint common challenges and opportunities for enhancement.

• Collaborate closely with the Product and Engineering teams to escalate intricate technical issues, assist in identifying and documenting bugs, and provide comprehensive context.

⛳️ Requirements

• Minimum of 3 years of direct customer support experience in a consumer-oriented technology company is essential.

• Proven experience in troubleshooting technical product challenges, investigating underlying causes, and collaborating across Product and Engineering teams.

• Proficiency in English, both spoken and written.

• Excellent written communication skills, with the ability to articulate technical concepts clearly and succinctly.

• Familiarity with contemporary customer support platforms, with a strong preference for hands-on experience with Intercom.

• Knowledge of tools such as Mixpanel, Linear, Monday.com, or Asana is advantageous.

• A problem-solving attitude with the capacity to manage multiple tasks effectively.

• Willingness to work a fixed support shift from 12:00 PM to 9:00 PM US Eastern Time (ET).