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What you’ll do
- Manage live chat conversations with users, providing timely and high-quality support.
- Identify, analyze, and troubleshoot issues in real time to deliver accurate and efficient resolutions.
- Escalate complex cases following internal processes and service guidelines.
- Collaborate cross-functionally with Product, Operations, and other teams to resolve customer-impacting issues.
- Handle multiple concurrent conversations while consistently meeting SLA targets and performance metrics.
- Ensure clear documentation of cases and maintain high standards of communication and customer experience.
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What we’re looking for
- Minimum 1 year of experience in a B2C Support role.
- Hands-on experience with CRM tools (Zendesk is required).
- Proficiency in Google Workspace and familiarity with JIRA.
- Ability to manage multiple conversations simultaneously while maintaining quality and accuracy.
- Strong documentation skills, with the ability to properly escalate issues following internal processes.
- Experience collaborating cross-functionally to resolve user-impacting issues.
- Commitment to delivering clear, efficient solutions while consistently meeting SLA and quality standards.
How to Apply
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