Customer Support

Summary

Join Emi Labs, a Y Combinator-backed startup on a mission to improve access to professional opportunities for frontline workers. We're building Emi, an AI recruitment assistant, and need a Customer Support Representative to provide excellent support to our clients. You will be the first point of contact for our customers, troubleshooting issues, and ensuring timely resolution. This role offers a fast-paced, dynamic environment with opportunities for growth within the company. You will work closely with the tech team and contribute to process improvement. The position requires strong communication and problem-solving skills, fluency in English, and proficiency in Microsoft Office tools, particularly Excel. We offer a flexible, remote-first work culture with excellent benefits.

Requirements

• Be currently studying at university, preferably nearing the end of your degree. Ideally, in fields related to engineering, business administration, or similar
• Availability to work from Monday to Friday (including holidays), from 12 p.m. to 9 p.m., as a Full-Time (9 hrs.)
• Fluent English Speaker
• Passion for customer service
• Excellent communication skills
• Fast learner with strong problem-solving skills
• Enjoy working in a fast-paced environment, with the uncertainty and chaos of an early-stage startup
• Strong proficiency in the use of Microsoft Office tools, especially Excel, to assist with report updates
• Motivation to develop a career within the company, with a clear growth path in Customer Support or Implementation

Responsibilities

• Address customers' queries, requests, and issues and guarantee they are solved in a timely and efficient manner
• Interact with customers to get the context of their issues, troubleshoot problems, and see them through to resolution
• Demonstrate an interest in understanding internal processes to grow within the company in areas like Customer Support (CS) or Implementation
• Help develop and document Tech Support processes and discover new product needs
• Document and maintain updated reports using Office tools (particularly Excel), aiding in optimizing the creation of solution manuals and technical reports
• Interact with customers through a live chat, to get the context of their issues
• Troubleshoot problems to come up with a solution: leave no stone unturned in giving customers the best possible experience
• Escalate out-of-scope issues to the appropriate internal teams and follow up with them regularly for updates on the progress
• Document new knowledge in the form of solution articles and Tech Support processes
• Analyze customer requests and feedback to discover new product needs

Preferred Qualifications

Relevant work experience as a Tech Support Representative is a plus, but not required

Benefits

• Flexible remote-first work culture
• Vacations: 3 weeks of vacation
• Holiday season: Week off between Christmas and New Year's Eve
• Physical Wellness program: We have partnered up with Wellhub, a well-being platform that offers the best coverage of top gyms, studios, and activities for you to choose from
• English Classes: Improve your English skills with our in-company teachers
• Internal library: Get all the free books - digital, physical - you like, anytime