Simple Marketing Operations Cloud is hiring a
Customer Support Specialist, Remote - Lithuania
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Customer Support Specialist closed
🏢 Simple Marketing Operations Cloud
💵 $35k-$60k
📍Lithuania
Summary
The job is for a Customer Support Specialist (L2 Team) at SIMPLE, a successful mobile product company. The role involves handling escalated issues, resolving disputes, collaborating with cross-functional teams, and participating in special projects. The ideal candidate should have 2-5 years of experience in technical support or related roles.
Requirements
- 2-5 years of experience in technical support, customer service, or related roles
- Exceptional customer service skills with a focus on empathy, accuracy, and responsiveness
- Proficiency in written English with strong communication skills
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities
- Strong problem-solving skills with the ability to handle complex issues efficiently
Responsibilities
- Handle escalated issues across multiple categories including billing, legal, technical, product, and general inquiries
- Assist L1 support team with product and technical ticket escalations on Zendesk
- Provide guidance and support to the L1 team in resolving customer issues effectively
- Proactively resolve disputes on payment channels such as PayPal, Braintree, and Stripe
- Address pre-chargeback alerts promptly to prevent potential chargebacks
- Implement strategies to minimize disputes and improve customer satisfaction
- Collaborate with cross-functional teams including Community, QA, Marketing, and Development to address customer concerns and improve service offerings
- Assist in training and mentoring junior team members to enhance their skills and knowledge
- Foster a collaborative and supportive team environment to achieve collective goals
- Participate in special projects and initiatives as assigned, contributing to the continuous improvement of customer support operations
- Collaborate on unique projects within the team to drive innovation and efficiency
- Generate and analyze reports related to disputes and other relevant metrics
- Handle product reports, including analysis and classification of product requests
- Provide insights and recommendations based on report findings to enhance operational efficiency and customer satisfaction
Preferred Qualifications
- Experience with Zendesk or similar customer support platforms preferred
- Familiarity with payment processing platforms such as PayPal, Stripe, and Braintree
Benefits
- 100%-paid vacations (21 days)
- 100%-paid sick days
- Reimbursement for medical insurance
- Laptop provided for work
- Fully remote-friendly environment
This job is filled or no longer available
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