Job Description

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.

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.

What we offer

• Fully remote culture: Work from anywhere in the world. 🌍
• Competitive compensation: Aligned with your experience, cost of living and market. 💸
• Global payment flexibility: We support payouts in multiple currencies so you can get paid wherever you are. 💳
• Access to coworking spaces worldwide: Connect, collaborate, or work in inspiring environments anytime. 🏢
• Freedom & Results culture: Autonomy, ownership, trust, and clear outcomes. 🎯
• Unlimited PTO: With a mandatory minimum to help you truly disconnect. 🏝️
• Quarterly recognition programs: Including our Workation for Pinnacle Award winners. 🏆
• Learning & development opportunities: Exposure to cutting-edge AI tools. 🤖
• Work-life flexibility: With async collaboration and a global distributed team.