Customer Support Agent I

Job Description

Job Description

Job Purpose: 

As an integral part of the Customer Support team, the Customer Support Agent I plays a critical role in providing first-class customer support. This entry-level position is perfect for those who are passionate about helping others and are committed to delivering exceptional customer experiences. You will act as the first point of contact for our customers, addressing inquiries, solving issues, and ensuring a positive customer journey.

We are dedicated to providing exceptional customer service solutions and digital innovation with cutting-edge products for the content creator economy. We are devoted to cultivating a safe, inventive, and engaging community experience.

Our Mission:

We prioritize customer satisfaction. With expertise in the adult industry, we aim to be a trusted resource that empowers users to experience the diverse and sexually healthy community that Chaturbate provides while maintaining the safety and integrity of the site. We provide confidential, ethical, and respectful support so that people have positive experiences with every interaction, whether on or off-camera.

Our Vision: 

Our vision is to be the unrivaled leader in delivering extraordinary customer experiences, setting industry standards for exceptional service, and becoming synonymous with unparalleled customer satisfaction.

Key Responsibilities:

• Serve as the primary point of contact for customer inquiries via Zendesk, offering prompt, accurate, and empathetic assistance.
• Uphold and exemplify exceptional customer service standards in every interaction.
• Resolve customer issues by applying critical thinking and problem-solving skills, escalating complex issues as necessary.
• Maintain detailed records of customer interactions, issues, and resolutions within Zendesk CRM.
• Collaborate with internal teams to escalate and resolve complex issues, ensuring timely communication with customers.
• Participate in daily huddles and seek assistance through appropriate channels when needed.

• Attend 15-30 minute huddles daily to stay aligned with team objectives and updates.

Performance Metrics:

• Adherence to Daily Productivity KPIs and Quality Assurance Scorecards.
• Achievement of high Customer Satisfaction Scores and First Contact Resolution Rates.
• Timely resolution of Zendesk tickets and contribution to 360 Employee Feedback.

Requirements

Qualifications:

• Exceptional communication skills, both verbal and written.
• Proven ability to empathize with customers and resolve their issues.
• Strong problem-solving skills and the ability to think critically.
• Ability to work collaboratively in a fast-paced environment.
• Ability to give and receive honest and direct feedback
• Schedule flexibility as shifts can change based on the needs of our business

Requirements:

• Familiarity with Zendesk or similar CRM tools
• 1+ years of Customer service or call center experience
• Associate or Bachelor’s degree preferred
• Strong Computer Skills
• High School Diploma or GED

Benefits

Why Join Us?

• Professional Development 
• Medical Insurance
• Vision Insurance
• Dental Insurance
• 401(k)
• Paid parental leave
• Paid Time Off
• Disability Insurance
• Office Meals and Snacks

Job Type: Contract to Hire

Schedule:

• 8-hour shift
• Ability to Work Nights/Weekends/Holidays

Language: English (Required)

Ability to Commute: Las Vegas, NV or Plantation, FL (Required)

Work Location: In person