Customer Support Agent / Manager

We are looking for a Middle/Senior Support Specialist to join our team. We offer an environment free of bureaucracy, characterized by rapid cross-team collaboration and the opportunity to optimize existing processes or implement new ones from scratch.

    Requirements:

• Experience: 2+ years of experience in customer support with a deep understanding of industry standards and workflows.
• Technical Skills: proven experience with Zendesk, VoiceFlow.
• Language: Upper-Intermediate English level (B2) or higher.
• Problem-Solving: Ability to analyze complex situations, identify root causes, and propose effective solutions quickly.
• SQL Knowledge: Experience with SQL for query analysis is a significant advantage.
• Mindset: Openness to new challenges, a proactive learning attitude, and a commitment to continuous skill improvement.
  
  Responsibilities:
• Improving existing automation processes for responding to routine user inquiries.
• Enhancing user experience and resolving issues through communication on the App Store, Google Play, and Trustpilot to directly influence store ratings.
• Actively managing the Knowledge Base, including updating templates and optimizing user inquiry flows.
• Communicating with the development team regarding bugs and issues encountered by users.
• Preparing monthly reports on key user inquiries, performance metrics, and processed tickets.