Job Description & How to Apply Below
Elevate your customer support career by joining a dynamic team as a Customer Support Specialist. This role emphasizes ticket handling and process improvement, not the typical call center routine.
In this position, you will have the authority to manage payment disputes and resolve issues directly with clients and freelancers. With about 60% of your time spent on support tickets and 40% on refining processes, you will collaborate closely with engineering and product teams, ensuring improvements are communicated clearly and effectively.
Key Responsibilities:
• Handle support tickets via email and chat using Intercom
• Manage and resolve payment disputes effectively
• Communicate with clients and freelancers for resolution
• Identify ticket patterns for product team feedback
• Write and maintain comprehensive help center documentation
Requirements:
• 2+ years in customer support, ideally in marketplace or SaaS
• Strong written communication for resolving disputes
• Ability to navigate ambiguity in support situations
• Good judgment for escalation of issues
Drive process improvement and provide exceptional client support in this impactful role.
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