Remote Customer Support Specialist (EU)
AgencyAnalytics
We're seeking an experienced customer support champion to join a department that has a stellar internal and external reputation for customer support. Our team provides world-class 24/5 support via Intercom live chat to tens of thousands of digital marketing experts worldwide.
We're specifically seeking someone with a strong background in live chat SaaS customer support, preferably with knowledge of digital marketing and/or SEO. If you are high on emotional intelligence, love learning new technology, great at problem-solving, and know exactly how to delight customers at every interaction, we want to hear from you. You'll join a small, tight-knit, and highly committed 13-person team that is passionate about helping customers reach their business goals, and passionate about growing our product. Like our customers, our team is global, and we enjoy a fully remote yet highly connected work environment: The culture is friendly, open, and collaborative, with regular Slack conversations, Zoom meetings, and shared projects.
The timezone for this role is business hours in GMT+1 or GMT+2 time.
Key Responsibilities
- Deliver live chat customer support in a timely manner
- Use expert problem-solving ability and resourcefulness to provide our users with the answers they need
- Use critical thinking to troubleshoot technical issues
- Collaborate with Product and Engineering teams to resolve issues/bugs
- Collaborate with Customer Success and Sales teams to ensure risks and opportunities are promptly acted upon
- Ensure customers are well-supported and educated at every interaction
- Provide professional and friendly insights to customers when solving their problems
- Contribute to the success of our department by suggesting improvements to our processes and our product
Job Benefits
- Profit-sharing, distributed quarterly
- Frequent promotions
- 4 weeks of vacation and paid sick days
- Extended health benefits
- Continued education allowance
- Annual fitness allowance
- Work from anywhere in the world
- Join a bootstrapped, product-focused, & customer-oriented team
Job requirements
- 2+ years in a similar customer support role for a SaaS
- Advanced written communication skills
- High emotional intelligence, with the ability to read and reflect back the sentiment of your audience
- Excellent rapport-building ability with both customers and teammates
- Proven track record of meeting or exceeding common customer support metrics
- Ability to multitask and handle multiple customer inquiries simultaneously
- Strong problem-solving skills and the ability to think critically when addressing tasks
- Positive attitude and ability to maintain professionalism and composure during challenging interactions
- Ability to show empathy, tactfulness, and diplomacy when interacting with others
- Moderate understanding of SEO and/or digital marketing is highly preferable
- Basic understanding of common digital marketing channels
- Familiarity with SaaS platforms and related technologies
- Native / Bilingual English
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