Core Competencies:
- Ethics. Works with integrity; Upholds organizational values.
- Dependability. Follows instructions, responds to management direction; results oriented and committed to achieving objectives and tasks as required.
- Teamwork and Collaboration. Exhibits objectivity and openness to others views; Gives and welcomes feedback; Contributes to building a positive culture. Communicates effectively.
- Professionalism. approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration; Accountable of all actions and decisions.
- Organizational Support. Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization’s goals and values.
- Quality Management. Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
- Decision Making. Analyzes each situation, looking for opportunities to make any situation more beneficial for the company. Participates effectively in communication to achieve optimum results.
Tasks required:
- Respond promptly and professionally to customer inquiries via live chat, email, phone, and social media DMs
- Maintain a high level of empathy, accuracy, and customer satisfaction in every interaction
- Use CRM systems to track tickets, customer history, and resolutions
- Make and receive calls using cloud phone systems, particularly OpenPhone
- Assist customers with basic troubleshooting for our mobile apps (iOS and Android)
- Escalate technical issues to relevant departments as needed
- Monitor and manage support queues to ensure timely follow-ups
- Create or update support documentation as necessary
- Identify recurring customer issues and report trends to improve support processes
- Ensure SLAs (Service Level Agreements) and KPIs are met
- Collaborate with other team members for seamless customer support coverage
- Provide feedback on tools, workflows, or customer pain points for continuous improvement
Requirements:
- Excellent communication skills – oral and written (non-negotiable)
- Proven experience in customer support (chat, email, phone, and social media)
- Familiarity with CRMs (e.g., HubSpot, Zendesk, Freshdesk, etc.)
- Experience using cloud phone systems, especially OpenPhone
- Ability to troubleshoot basic app issues on both Android and iOS
- Strong multitasking and organizational skills
- Self-starter who can work independently and take initiative
- Reliable internet connection and a quiet workspace