Customer Support Specialist

We're expanding our Customer Support team, and we are looking for specialists to join us, with a passion for problem-solving and human connection. In this role, you'll play a pivotal role in fostering user satisfaction and optimizing our industry-leading Health & Fitness and Edutainment mobile and web products.  

Here's how you'll make a difference as our Customer Support Specialist:

• Be the User's Hero: You will provide exceptional support by fielding customer inquiries and resolving technical issues related to our industry-leading Health & Fitness mobile and web products. This includes addressing issues via email and online chat channels, ensuring users feel heard and supported.

• App Store & Google Play Guru: Stay on top of user sentiment by actively monitoring and analyzing customer feedback on App Store and Google Play platforms. By identifying trends and areas for improvement, you'll directly contribute to our ongoing product development efforts.

• Maintain a Human Touch: While delivering accurate and efficient solutions, you'll prioritize building rapport and fostering positive interactions with our valued customers.

• Become a product expert, confidently guiding customers through product features and functionalities, ensuring they get the most out of their experience. Think of yourself as a user advocate, ensuring a smooth and enriching experience for everyone.

• Bridge Between User & Development: Collaboration is key! You'll work closely with product teams, QA, and marketing to effectively report technical issues and share valuable user feedback. By acting as a bridge between users and internal teams, you'll play a vital role in ensuring a user-centric approach to product development.

• Knowledge Base Contributor: Your expertise will be a valuable asset to the entire support team! You will participate in ongoing updates and enhancements to our internal knowledge base, ensuring our team has access to the most up-to-date resources and communication templates.

Required skills

• B2+ level written and spoken English

• Ability to tailor the company's communication tone and strategy to specific situations

• Understanding of bug and feature request tracking & reporting procedures

• Any additional language will be considered as an advantage

We need someone with superpowers in communication, empathy, problem-solving, and tech-savviness to thrive in our fast-paced environment. If you're a detail-oriented team player who loves helping others, then let’s hear from you.

Here's what makes us a great fit:

• Ultimate Flexibility: Work from anywhere with our 100% remote model. We offer a floating schedule (morning/day/evening/night/weekend) with 5-day, 8-hour shifts per week, allowing you to tailor your work life to your needs.

• Growth & Development: We invest in your success! Access a comprehensive corporate library, ongoing training, and regular feedback to fuel your personal and professional development.

• Thriving Remote Culture: Connection is key! We foster a supportive and friendly environment, building close and trusting relationships even though we're remote.

• Time Off to Recharge: Enjoy a healthy work-life balance with 20 paid annual leave days and 30 sick leave days.

• Healthy You is Happy You: We prioritize your well-being! Receive compensation for gym memberships, sports equipment, psychologist consultations, and even language learning to keep your mind sharp.

• Competitive Rewards: Experience the satisfaction of a competitive compensation package, boosted by KPI bonuses and a fixed bonus supplement for night shifts.

Candidate journey: ⭕️ Recruiter — ⭕️ Meet our managers for an interview — ⭕️ Job Offer