Support Specialist L1

4 days ago

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App Store Optimization • A/B Testing • Screenshots and Icon Testing • Video Testing • App Store Product Page Optimization

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Description

• Communicate with customers via the Intercom in-app chat. • Take ownership of customer issues and see them through to resolution. • Escalate a problem to other internal teams as appropriate. • Follow support processes and best practices. • Pass on customer feedback to the Product team and provide users with updates about the upcoming features. • Collaborate with Sales & Customer Success teams. • Create and update how-to guides and feature overview articles for our Help Center. • Create short how-to videos describing our product and features. • Participate in small projects, e.g., Product Tour creation, onboarding support for new customers, etc.

Requirements

• 2+ years of experience in customer support or another customer-facing role. • Ability to create training materials via text and video. • Experience working with B2B and B2C clients or in high-velocity environments. • Excellent written and verbal English communication skills (C1). • Passion for helping customers achieve success and get things done. • Excellent sense of discipline and responsibility.

Benefits

• Time Off: Vacation and public holidays following your country's regulations. Additional 6 PTOs annually for personal rejuvenation. • Health and Wellness: Medical insurance or health care compensation. Paid sick leave to prioritize your well-being. • Professional Development: Top online/offline conferences and mobile industry events. Internal courses for continuous professional development. • Performance and Growth: Micro-management-free and supportive management style. Semi-annual performance review sessions. New career opportunities through our internal mobility program. • Team Engagement: Corporate online events and offline team retreats. Collaboration between teams through shared OKRs. Environment conducive to open dialogue and constructive feedback. • Work Flexibility: Flexible working schedule for a better work-life balance. Remote-first working environment. • Workspace Options: Coworking costs coverage program. Office hubs in key locations for a convenient and productive work environment.