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Customer Support Specialist (L2 Team)

We are currently seeking a Customer Support Specialist (L2 Team). This is a pivotal role in ensuring exceptional customer experiences by handling escalated issues, resolving disputes across various channels, and contributing to team projects. You will be responsible for managing complex customer inquiries, addressing disputes efficiently, and collaborating closely with internal teams to maintain high service standards.

What you’ll be doing:

  • 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.

Dispute Resolution:

  • 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.

Team Support and Collaboration:

  • 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.

Special Projects:

  • 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.

Experience and skills required:

  • 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.

  • Experience with Zendesk or similar customer support platforms preferred.

  • Familiarity with payment processing platforms such as PayPal, Stripe, and Braintree.

  • Excellent organizational and multitasking abilities.

  • Proven ability to work independently as well as part of a team.

  • Possess a growth mindset, demonstrating openness to feedback and change, and actively championing it within the team.

Working Conditions:

  • This position demands flexibility, including availability for weekend shifts and bank holidays. The schedule may evolve to meet changing business demands in the future.

Speaking of benefits and perks, we offer:

  • 100%-paid vacations (21 days).

  • 100%-paid sick days, and in general we have a pretty loyal sick-leave and day-off policy.

  • Reimbursement for medical insurance.

  • Laptop provided for work.

  • Fully remote-friendly environment.

Application Process:

  1. Initial Screening: Upon receiving your application, we will review your CV to ensure it meets the criteria outlined for the position. We will contact those who meet the initial requirements and invite them to proceed to the next stage.

  2. Interview Invitation: If you are selected to move forward, we will reach out to schedule an interview. During the interview, we will discuss your motivation for the role, your background, and assess your suitability for the position. Additionally, there will be a task and a roleplay scenario to simulate a customer interaction, allowing us to evaluate your problem-solving and communication skills in real-time.

  3. Interview Process: The interview will provide an opportunity for us to further evaluate your qualifications, skills, and fit for the Customer Support Specialist, L2 role. We encourage you to come prepared to discuss your experiences, achievements, and how you can contribute to our team.

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