(Fluent English) L1 Customer Support Consultant (Remote)

Who are we?

SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support. We operate globally, supporting clients in 60 languages across diverse industries. So what if you had a chance to be a part of the world’s leading SaaS, software, or hardware solutions?

Join our community as a Customer Support Consultant today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach. Excited? Let’s see what it takes.

What you will do:

• Provide consistent, high-quality customer support across chat, email, and phone;
• Own escalated customer tickets from initial receipt through final resolution, ensuring timely follow-up and coordination with relevant teams;
• Manage a high volume of customer tickets and cases, prioritizing urgent issues while maintaining accuracy and service quality;
• Investigate complex customer problems, clarify the underlying issues, and break them down into actionable resolution steps;
• Track open cases, document troubleshooting and resolution steps, and keep customer records up to date;
• Follow up with customers and internal stakeholders to communicate progress, provide timely updates, and ensure issues are resolved;
• Collaborate with teammates and cross-functional specialists to investigate issues, coordinate escalations, and deliver effective solutions;
• Identify customer needs and provide clear, solution-oriented guidance throughout the support process;
• Manage competing priorities across multiple projects while maintaining an organized and efficient workflow;
• Adapt to evolving tools, software platforms, and operational processes to maintain effective customer support.

What you need to succeed in this role:

• Excellent English skills (C1 for both spoken and written);
• At least 1 year of experience in a customer support role;
• Previous experience in customer or technical support for SaaS products or platforms, working with B2B and/or B2C clients;
• A strong track record of handling high volumes of tickets, cases, chats, or emails in a fast-paced environment;
• Excellent analytical thinking and problem-solving skills, including investigating complex issues as well as identifying defining actionable next steps;
• Confidence managing multiple projects, competing priorities, and escalated cases under pressure;
• Strong teamwork and collaboration skills, demonstrated through effective coordination with colleagues and other departments;
• Clear, professional communication and a customer-focused approach to resolving issues;
• Adaptability and a willingness to learn new software, tools, and workflows quickly;
• A proactive approach to case ownership, follow-up, and resolution;
• Personal laptop or computer (at least 8 GB of RAM) and a stable internet connection (minimum 50 Mbps download and 40 Mbps upload).

Will be a great plus:

• Experience communicating with customers via email, chat and call;
• Experience using ticketing systems, CRM platforms, or other customer support tools;
• The ability to quickly learn and adapt to new software, systems, and technical processes.

Benefits:

• Flexible schedule;
• Opportunity to cooperate fully remotely;
• Inclusive international environment;
• Compensation in USD;
• Rewards for referring friends;
• Balance between project workload and personal time, but also – internal health policy;
• Responsive leadership interested in your growth and long-lasting cooperation;
• Greenhouse conditions for self-development;
• A culture built on trust, with no time-tracking requirements.

*The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.

You can learn more about the company and its culture by visiting our official website and social pages on Facebook, Instagram, and LinkedIn.

So if you're a proactive Support Specialist who thrives on solving problems, ensuring customer satisfaction, and delivering outstanding service, don't miss this opportunity and send us your CV in English to collaborate with us!

Over 1500+ specialists who already deliver exceptional customer experiences collaborating with SupportYourApp.

Know someone perfect for the role? Refer them and get rewarded!

We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law.

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