We’re Applyft - an IT product company which creates value-driven mobile apps. Our journey began with the Geozilla family locator product, but now our portfolio consists of four apps in Family Safety and Entertainment Spheres.
We’re looking for a talented and experienced Customer Support Agent to join our team. Our support agent is the link between users and the team, the communicator, and the product representative
Your professional qualities: * 1+ years of experience as Customer Support Manager in B2C (preferable) or B2B areas * English — at least strong Upper Intermediate * Experience in Zendesk or any other familiar systems * Experience with payments systems and refunds will be a plus * Good communication and negotiation skills * Responsible and attentive to details * Experience in using AI for resolve work issues * Possibility to work in floating working hours
What you’ll do: * Effectively address customer inquiries via live chats, emails, and tickets in Zendesk * Report and escalate requests to QA and Development teams to improve the overall quality of our products * Maintain knowledge base articles and ensure the information on the website is up to date when new features and functionality are released * Monitor and respond to users’ feedback on different platforms such as Trustpilot, Appstore, Google Play, Chrome store, Instagram, Twitter, Facebook, etc * Communicate with remote translators/copywriters for company products localization * Participate in refunds, chargeback, and cancelation requests procession * Keep our support documentation up to date to ensure the fast team scaling if needed * Contribute to team efforts to maintain the quality of our products by checking their performance in different use cases
We offer: * Remote-First culture: We provide a flexible working schedule and you can work anywhere in the world * Health taking care program: We provide Health insurance, sport compensation and 20 paid sick days * Professional Development: The company provides budget for each employee for courses, trainings and conferences * Personal Equipment Policy: We provide all necessary equipment for your work. For Ukrainian employees we also provide Ecoflow * Vacation Policy: Each employee in our company has 20 paid vacation days and extra days on the occasion of special evens * Knowledge sharing: We are glad to share our knowledge and experience in our internal events * Corporate Events: We organize corporate events and team-building activities across our hubs
