SupportYourApp
1001 - 5000 employees
💼 Consulting
📦 Logistics
📣 Marketing
💰 Venture Round on 2017-10
Consulting • Logistics • Marketing
SupportYourApp is an outsourced customer service company originally founded in Kyiv, Ukraine, and now operating globally in over 7 locations. With a decade of expertise, it specializes in providing 24/7/365 third-party customer service in more than 60 languages to over 250 businesses worldwide. SupportYourApp is dedicated to enhancing customer satisfaction by delivering empathetic and professional support across various communication channels. Their services are integrated into a custom-built QCRM system and compliant with security standards such as PCI/DSS & ISO/IEC 27001:2013. The company partners with tech giants like Calm, MacPaw, and SplitIt, offering scalable support solutions that include customer service, tech support, and back-office outsourcing.
Customer Support Consultant, Fluent English
🔥 0 minutes ago
🌐 Azerbaijan, Kazakhstan, +1 more countries – Remote
⏳ Contract/Temporary
🟢 Junior
💝 Customer Support
🚫👨🎓 No degree required
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SupportYourApp
1001 - 5000 employees
💼 Consulting
📦 Logistics
📣 Marketing
💰 Venture Round on 2017-10
Consulting • Logistics • Marketing
SupportYourApp is an outsourced customer service company originally founded in Kyiv, Ukraine, and now operating globally in over 7 locations. With a decade of expertise, it specializes in providing 24/7/365 third-party customer service in more than 60 languages to over 250 businesses worldwide. SupportYourApp is dedicated to enhancing customer satisfaction by delivering empathetic and professional support across various communication channels. Their services are integrated into a custom-built QCRM system and compliant with security standards such as PCI/DSS & ISO/IEC 27001:2013. The company partners with tech giants like Calm, MacPaw, and SplitIt, offering scalable support solutions that include customer service, tech support, and back-office outsourcing.
📋 Description
• Deliver customer support via chat and email • Resolve user tickets promptly and accurately according to project procedures and quality expectations • Follow SOP guidelines for tone, accuracy, escalation paths, and ticket categorization • Document user interactions clearly and professionally in the support platform • Perform supplemental operational tasks such as knowledge review, internal communications, and task reporting • Maintain understanding of project workflows, updates, and service goals • Meet or exceed individual KPIs and project metrics • Escalate procedure or ticket-handling difficulties to the Team Lead • Communicate availability, workload, and schedule concerns • Contribute to a positive and supportive team culture • Follow assigned shift schedules and submit shift-swap requests for approval • Handle bug-related tickets • Identify trends in customer communications and report them to the direct superior
🎯 Requirements
• Excellent English communication skills, at least C1 spoken and written • At least 1 year of experience in an email-based customer support role • Experience working with Zendesk • Experience working with KPIs, service expectations, and performance targets • Ability to handle 60–100 tickets per shift while maintaining high support quality • Experience handling customer escalations and resolving complex customer cases • Experience with bug-related tickets, including identifying, documenting, and reporting issues • Experience identifying, analyzing, and addressing trends in customer interactions • Experience creating and maintaining SOPs, FAQs, and customer support documentation • Experience identifying and reporting recurring customer concerns and product issues to senior team members • Strong attention to detail and commitment to high-quality support • Ability to work independently while following established procedures and service expectations • Proactive attitude toward learning and continuous improvement • Personal computer with at least 8GB RAM • Stable internet connection with 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 • Potential variation in benefits and conditions depending on engagement terms; independent contractors may not be eligible for all employee benefits
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