Client Support Representative, Tier

Client Support Representative, Tier-3 (Tuesday - Saturday, 2:00 pm - 10:00 pm) - Remote

Founded in June 1996, VS Media is an industry leader specializing in highly interactive, high-traffic, live video chat websites. Spanning the globe with over 200 million visitors per month and 80 million ads per day, we provide a platform for adultsto discover new kinds of interactive content through live video and chat services. Our size and scale stretches across every continent, delivering powerful technology to enhance our clients’ online presence.

From streaming live video to billing solutions to gamification development, we leverage the latest technology to provide the best digital experience possible.

We need an intelligent, hard-working, organized individual to join our client support team.

As a Tier-3 Client Support Representative, you will be responsible for facilitating the success of our performers and studios and for fostering brand loyalty, through the provision of authentic tier-3 client support services that surpass client expectations and ensure their satisfaction. As the first point of contact for our clients, addressing their enquiries and resolving issues, Client Support Representatives must be exceptional in their care, attention, and attitude towards all those whom they serve, aspiring to add value to the Company’s products and to maximize the potential for continued client engagement.

The role requires proven client support expertise, outstanding communication and interpersonal skills, and excellent critical thinking and problem-solving abilities.

• Serving as the primary point of contact for our clients, via various channels such as phone, email, and chat, responding promptly and professionally to client enquiries, providing accurate information, and resolving issues in a timely manner.
• Providing white-glove support to our most prestigious clients, resolving payment enquiries and support, providing advanced product troubleshooting, responding to internal support requests, and handling severe compliance- and policy-related support items, along with other support items as needed based on the expected tier-3 knowledge base and skill level.
• Assisting in the optimal delivery of tier-2 support services, as needed. These include providing advanced sign-up support, account management support, product troubleshooting, functionality and feature support, handling general compliance- and policy-related support items, and general support workload items, along with other support items as needed based on the expected tier-2 knowledge base and skill level.
• Assisting in the optimal delivery of tier-1 support services, as needed. These include providing general account support, basic product functionality and feature support, basic account sign-up assistance, and basic codes of conduct compliance, along with other support items as needed based on the expected tier-1 knowledge base and skill level.
• Ensuring that all escalations are managed in a way that ensures a positive and valuable experience for our clients.
• Facilitating the execution of our compliance obligations.

• 6+ months of customer support-based experience.
• Outstanding communication and interpersonal skills.
• Strong typing skills.
• Excellent critical thinking and problem-solving abilities.
• Applicants must be comfortable with working around adult content.

• Medical, dental and vision (eligible on the first of the month following a 30 day waiting period) with a generous ER contribution
• 401K with company match
• Generous, employer funded life insurance with additional, elective options for increased coverage
• Voluntary accident insurance
• Long-term disability subject to eligibility
• Paid vacation and sick time in addition to annual personal days (eligible after a 90 day introductory period)
• 10 paid company holidays per year
• Employee resource program, employee recognition program, gym benefit (following an eligibility period) and an employee referral program
• Two paid Office Closures per year

Effective Date:
January…