**Why should you apply?** Our Customer Support Agents are responsible for managing simple and complex technical support cases and delivering an exceptional customer experience, ensuring rapid issue resolution. As an agent, you will be the go-to point of reference for the support team, providing guidance and assistance in resolving escalated inquiries. You will collaborate closely with other departments to improve support efficiency and processes, as well as identify opportunities to enhance service offerings. **Position Summary:** * Support users who contact us through our support channels, consistently striving to exceed their service expectations. * Collaborate closely with Technology, Product, and Finance teams by feeding back common questions resolved per channel and continuously gathering feedback to improve performance and inform existing general policies. **Key Responsibilities:** * Prioritize and handle support tickets (Hubspot). * Follow up to ensure timely ticket resolution. * Proactively monitor support channel performance metrics and conduct weekly ticket audits to detect deviations from expected behavior, identify root causes, and draft action plans. * Understand tool configurations for assigned channels to support daily operations and project execution, while also providing feedback on current documentation workflows to ensure proper record-keeping. * Handle tickets related to support channel performance issues, troubleshooting, and maintenance—delivering requests on time and to a high standard. * Analyze data to support solution analysis and identify potential channel improvements. * Execute low-complexity projects, preparing weekly reviews and communication strategies to keep stakeholders informed, while working with cross-functional teams to drive initiatives. * Support medium-complexity projects by monitoring daily operations during the setup and launch of new channels, experiments, or features. **Requirements:** * 1–2 years of professional experience in Customer Service, Operations, Customer Success, etc. * 1 year of experience working in cross-functional teams. * Experience in operational roles. * Experience in operational quality assurance. **Technical Skills** (Technology, methodologies, tools, etc.): * Microsoft Excel * Hubspot * Zendesk * Ability to identify data trends and make recommendations **Availability:** Work hours from 8:00 am–2:00 pm and 3:00 pm–10:00 pm; rotating shifts; Monday to Saturday. Only two Saturdays per month. **Skills:** * Empathy to understand customers’ needs and concerns. * Passionate about service, empathetic, and solution-oriented. * Emotional intelligence to read emotions accurately. * Adaptability and accountability. * Assertive communication. * Patience. Employment Type: Part Time Salary: $6,000.00 – $7,000.00 per month Work Location: Remote