Customer Care Representative

Job Description:

• Handle web and app user requests in Zendesk through email and live chat
• Find the root cause of user problems rather than only fixing individual cases
• Escalate user issues to the technical team
• Tag user requests for analytics collection
• Keep response times within the SLA
• Share insights on recurring pain points
• Suggest improvements to templates, guidelines, and processes
• Work closely with the Tech Support team by reporting bugs and identifying recurring issues

Requirements:

• English at Upper-Intermediate (B2) level or higher, with strong writing (grammar, punctuation, vocabulary)
• Clear, polite and empathetic written communication, with logically structured messages and no copy-paste tone
• Ability to handle a high volume of similar requests without losing speed or quality
• Analytical mindset focused on understanding why problems happened
• Availability to work shifts
• Experience with Zendesk or other ticketing/CRM systems
• Experience with high-volume email and live chat support
• Experience in subscription-based mobile apps
• Daily use of AI tools such as ChatGPT, automation tools, and productivity apps
• 1+ year of Customer Support experience is nice to have, not required
• Examples of implemented process improvements are nice to have

Benefits:

• Freelancer engagement
• Remote work