Customer Support Agent

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 proud to have a 5M monthly active users base and to achieve 20% QoQ revenue growth

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