TL;DR
Customer Support Representative (Tickets): Resolving customer queries and managing escalations to ensure high-quality service and satisfaction with an accent on ticket queue management and billing resolution. Focus on optimizing first-contact resolution, coordinating with cross-functional teams, and meeting rigorous KPIs and SLAs.
Location: Must be based within approximately ±4 hours of the CET (Central European Time) zone.
Company
A leading tech company creating innovative consumer products across the health, education, and entertainment industries.
What you will do
- Manage the primary ticket queue efficiently and professionally.
- Resolve common customer queries and manage escalated complex cases.
- Coordinate with product and risk teams for cross-functional issue resolution.
- Strive to reduce support volume through proactive advice and first-contact resolution.
- Gather customer feedback to contribute to product and service improvements.
- Process billing queries and handle refund requests.
Requirements
- Must be located within approximately ±4 hours of the CET time zone.
- Proven experience in handling support tickets and customer service systems.
- Proficiency with CRM software and customer support tools.
- Strong problem-solving skills and a customer-focused mindset.
- Excellent communication and interpersonal skills.
- Ability to adapt quickly and work effectively in a fast-paced environment.
Culture & Benefits
- Flexible remote work environment allowing work from anywhere within the specified time zone.
- Unlimited paid time off policy.
- Paid national holidays.
- Company-provided Apple MacBook.
- Flexible independent contractor agreement offering autonomy and potential tax benefits.
Hiring process
- Recruiter screening (40 minutes).
- Technical interview (45 minutes).
- Final interview (45 minutes).