Simple Marketing Operations Cloud is hiring a
Customer Support Specialist, Remote - 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