Customer Support Consultant

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.

What you will do:

• Deliver outstanding customer support via chat and calls;
• Assisting customers with questions related to billing, "how-to-use", technical issues and bugs;
• Responding to customer inquiries in accordance with established service level agreements and follow precise procedures;
• Explain platform features, policies, and expectations while providing key context to ensure quick solutions;
• Escalate complex or high-priority issues to the appropriate internal team when needed;
• Conduct research when information is missing and proactively look for solutions.

What you need to succeed in this role:

• Excellent English skills (C1 for both spoken and written) ;
• At least 1 year of experience in a customer support role ;
• Experience providing customer support via phone calls and chat ;
• Experience performing effectively in a fast-paced, high-volume environment .
• Strong problem-solving and adaptability skills;
• The ability to communicate clearly, professionally and empathetically with customers;
• A customer-focused mindset with a commitment to delivering a positive support experience;
• Commitment to delivering high-quality customer service and meeting performance targets;
• Personal laptop or computer (at least 8Gb of RAM) and a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload).

Will be a great plus:

• Experience using CRMs or ticketing systems and similar support platforms;

Benefits:

• Schedule: Monday to Friday, from 9AM to 6PM, PDT.
• 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 growth 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.