Support Agent, Freelance, Morning Shifts

• Handle incoming user requests from around the world via email
• Consistently meet team and individual KPIs, including First Response Time, Resolution Time, and CSAT
• Quickly master product processes and support flows
• Collect details on complex requests and escalate bug reports to technical support, product, and legal departments
• Work with payment systems to process and issue user refunds
• Identify service weaknesses and help create and edit support templates/macros
• Test and launch new support tools to improve customer experience
• Maintain internal work documentation
• Attend regular 1-to-1 meetings with the Team Lead and team
• Complete ongoing tasks assigned by the manager
• Work a 2/2 shift schedule from 06:00 to 18:00

• English level from B1+ (Upper Intermediate) to B2+ and above
• Fluent and accurate written English communication via email
• 3 months to 1+ year of hands-on experience in Customer/Technical Support, sales (especially for the English-speaking market), or customer retention
• Technical literacy and troubleshooting ability
• Ability to quickly learn product support flows
• Ability to collect detailed information from users and properly escalate bug reports
• Experience maintaining work documents
• Experience working with macros/templates and suggesting improvements
• High empathy and customer focus
• Stress resistance
• Adaptability and flexibility in a fast-paced startup environment
• Attention to detail
• Ability to receive constructive criticism and give feedback

• Freelance work arrangement
• Training (2 days)
• Test shifts (2 shifts)