(fluent English) Customer Support Consultant (remotely)

Who are we?

SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support. We operate globally, supporting clients in 60 languages across diverse industries. So what if you had a chance to be a part of the world’s leading SaaS, software, or hardware solutions?

Join our community as a Customer Support Consultant today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach.

Excited? Let’s see what it takes 💛

What you will do:

• Deliver outstanding customer support via chat and emails;
• Provide prompt and accurate support to users by resolving tickets in line with project-specific procedures and quality expectations;
• Follow all guidelines related to tone, accuracy, escalation paths, and ticket categorisation as outlined in the SOP;
• Ensure all user interactions are documented clearly and professionally within the designated support platform;
• Perform daily supplemental tasks as assigned to support operational excellence (e.g., knowledge review, internal communications, task reporting);
• Maintain a strong understanding of project workflows, updates, and service goals;
• Strive to meet or exceed individual KPIs and project metrics consistently;
• Reach out to the Team Lead regularly when facing difficulties understanding procedures or handling specific tickets;
• Communicate openly about availability, workload, and schedule-related concerns;
• Proactively contribute to a positive and supportive team culture;
• Follow the assigned shift schedule as distributed by the Team Lead;
• Submit any schedule-related requests (e.g., shift swaps) directly to the Team Lead for review and approval;
• Tend to bug-related tickets;
• Identify trends in customer communications and report to your direct superior.

What you need to succeed in this role:

• Excellent English communication skills (at least C1 for both spoken and written);
• At least 1 year experience in customer support role (email-based);
• Experience working with Zendesk;
• Experience working with KPIs, service expectations, and performance targets;
• Ability to efficiently handle 60-100 tickets per shift while maintaining a high quality of support;
• Previous experience handling customer escalations and resolving complex customer cases;
• Experience working with bug-related tickets, including identifying, documenting, and reporting issues to the relevant teams;
• Experience identifying, analyzing, and addressing trends in customer interactions;
• Experience creating and maintaining SOPs, FAQs, and other customer support documentation;
• Experience identifying and reporting recurring customer concerns and product issues to senior team members;
• Strong attention to detail and commitment to delivering high-quality support;
• Ability to work independently while following established procedures and service expectations;
• Proactive attitude toward learning and continuous improvement;
• Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload).

Benefits:

• Flexible schedule: 2 flexible days off and 5 shifts from Monday to Sunday, rotating shifts 10 AM-7 PM and 4 PM–1 AM, GMT+3;
• Opportunity to cooperate fully remotely;
• Inclusive international environment;
• Compensation in USD;
• Rewards for referring friends;
• Balance between project workload and personal time, but also – internal health policy;
• Responsive leadership interested in your development and long-lasting cooperation;
• Greenhouse conditions for self-development;
• A culture built on trust, with no time-tracking requirements.

*The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.

You can learn more about the company and its culture by visiting our official website and social pages on Facebook, Instagram, and LinkedIn.

So if you're a proactive Support Specialist who thrives on solving problems, ensuring customer satisfaction, and delivering outstanding service, don't miss this opportunity and send us your CV in English to collaborate with us!

Over 1500+ specialists who already deliver exceptional customer experiences collaborating with SupportYourApp.

Know someone perfect for the role? Refer them and get rewarded!

We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law.

Your personal data will be processed as described in the SupportYourApp Candidate Privacy Notice.

Internal job code:3IM