Support Specialist

Anywhere in the worldFull-TimeMiddle

Salary not disclosed

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Job Details

1–3 years in high-volume customer support
Demonstrated ability to meet SLA targets (first response and time-to-close) and maintain 80%+ CSAT consistently
Strong written English (C1+)
Ability to adapt tone across customer types and situations, including de-escalation, conflict resolution, and sensitive conversations
Comfortable managing multi-tab workflows
Fast, accurate typing (50+ wpm)
Hands-on experience with at least one modern support platform (Intercom, Zendesk, or Gorgias)
Working familiarity with Notion, Slack, and basic spreadsheets
Disciplined approach to data hygiene — consistent tagging, thorough case summaries, and strict SOP adherence
Comfortable operating with a high degree of autonomy during low-supervision shifts (overnights, weekends, holidays)
Confident making independent judgment calls within established guidelines
Reliable and accountable with schedule commitments
Patient and consistent in high-volume, repetitive work environments
Strong attention to detail, particularly in fraud spotting and payment troubleshooting

Respond to live chats and emails within SLA windows and own cases through to resolution
Troubleshoot account access issues, order and shipping status, and redemption and withdrawal flows
Identify and escalate fraud, safety, and VIP situations using established playbooks
Recognize and document potential chargeback and payment dispute cases
Contribute to team knowledge by suggesting macros and help center articles, and surfacing recurring bugs, product gaps, and operational trends
Maintain clean, accurate ticket tagging and case notes that support analytics, reporting, and seamless shift handoffs
Deliver thorough shift handoff notes so incoming agents can pick up cases without losing context
Manage a consistent case volume without sacrificing quality

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