Customer Support Agent
We’re Applyft - an IT product company which creates value-driven mobile apps. Our journey began with the Geozilla family locator product, but now our portfolio consists of four apps in Family Safety, Entertainment and Mental Health Spheres. We’re proud to have a 5M monthly active users base and to achieve 20% QoQ revenue growth
We're looking for a talented and experienced Customer Support Agent to join our team. Our support agent is the link between users and the team, the communicator, and the product representative
Your professional qualities:
- 1+ years of experience as Customer Support Manager in B2C (preferable) or B2B areas
- English - at least strong Upper Intermediate
- Experience in Zendesk or any other familiar systems
- Experience with payments systems and refunds will be a plus
- Good communication and negotiation skills
- Responsible and attentive to details
- Experience in using AI for resolve work issues
- Possibility to work in floating working hours
What you’ll do:
- Effectively address customer inquiries via live chats, emails, and tickets in Zendesk
- Report and escalate requests to QA and Development teams to improve the overall quality of our products
- Maintain knowledge base articles and ensure the information on the website is up to date when new features and functionality are released
- Monitor and respond to users' feedback on different platforms such as Trustpilot, Appstore, Google Play, Chrome store, Instagram, Twitter, Facebook, etc
- Communicate with remote translators/copywriters for company products localization
- Participate in refunds, chargeback, and cancelation requests procession
- Keep our support documentation up to date to ensure the fast team scaling if needed
- Contribute to team efforts to maintain the quality of our products by checking their performance in different use cases
We offer:
- Remote-First culture: We provide a flexible working schedule and you can work anywhere in the world
- Health taking care program: We provide Health insurance, sport compensation and 20 paid sick days
- Professional Development: The company provides budget for each employee for courses, trainings and conferences
- Personal Equipment Policy: We provide all necessary equipment for your work. For Ukrainian employees we also provide Ecoflow
- Vacation Policy: Each employee in our company has 20 paid vacation days and extra days on the occasion of special evens
- Knowledge sharing: We are glad to share our knowledge and experience in our internal events
- Corporate Events: We organize corporate events and team-building activities across our hubs
Yuliia Rudenko
