Support Agent, Freelance, Morning Shifts

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

📋 Description

• Manage incoming user inquiries from a global audience via email.

• Consistently achieve team and individual KPIs, such as First Response Time, Resolution Time, and Customer Satisfaction (CSAT).

• Rapidly learn product processes and support workflows.

• Gather information on complex requests and escalate bug reports to the technical support, product, and legal teams.

• Collaborate with payment systems to process and issue refunds to users.

• Identify areas of service improvement and assist in creating and refining support templates and macros.

• Test and implement new support tools to enhance the customer experience.

• Keep internal work documentation up to date.

• Participate in regular one-on-one meetings with the Team Lead and team members.

• Complete ongoing tasks assigned by the manager.

• Work a 2/2 shift schedule from 06:00 to 18:00.

⛳️ Requirements

• Proficient in English from B1+ (Upper Intermediate) to B2+ and above.

• Strong and precise written English communication skills via email.

• 3 months to over a year of practical experience in Customer/Technical Support, sales (especially in the English-speaking market), or customer retention.

• Technical proficiency and problem-solving skills.

• Ability to quickly understand product support processes.

• Skill in gathering detailed information from users and appropriately escalating bug reports.

• Experience in maintaining documentation.

• Familiarity with macros/templates and suggesting enhancements.

• High level of empathy and customer orientation.

• Resilience under pressure.

• Adaptability and flexibility in a dynamic startup environment.

• Strong attention to detail.

• Openness to receiving constructive feedback and providing input.

🏝️ Benefits

• Freelance work arrangement.

• Training provided (2 days).

• Test shifts available (2 shifts).