Customer Support Specialist
Surprise.com, Ukraine
Job Description
Surprise.com is a technology company on a mission to build the world’s first entertainment super app combining videos, social, games, and shopping in a delightfully gamified, thoroughly enjoyable single-app experience. We do this today for the same reason we began with on day one: to turn the magical, uplifting experience of Surprise into a daily, weekly, and monthly life event because it makes people happy.
What we are doing has never been done before, and like any innovator, we face challenges on a daily basis that require top minds in their fields to break through. So, we have been steadily building an international team defined by courageous ideation, relentless drive for impact, and meritocratic leadership. We are asking you now to envision yourself as a valued member of our winning team, on this inspiring mission.
We are looking for an experienced Customer Support Specialist who is self-motivated, goal-orientated, and a strong team player. The Customer Support Specialist will interact with customers to provide and process information in response to inquiries, concerns, and requests about our product. You will communicate with customers through various platforms, primarily via online chat, but possibly also through email. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust.
What will you be doing?- Responding to customer requests in a timely and accurate way, via chat;
- Identifying customer needs and helping customers use specific app features;
- Updating our internal databases with information about technical issues and communicating with customers about these updates;
- Following-up with customers to ensure their technical issues are resolved;
- Maintaining the fulfillment processes;
- Managing the application’s content;
- Communicate and coordinate with internal departments;
- Stay current with company products, services, policies, and promotions;
- Ensure customer satisfaction and provide professional customer support;
- Perform other related duties as assigned;
- May require working in shifts.
- Advanced English skills (B2+);
- Excellent written and verbal communication skills;
- Strong computer and typing skills;
- Ability to multitask, prioritize, and manage time effectively;
- Attentiveness to detail;
- Patience when handling tough cases;
- Ability to handle stressful situations calmly and professionally.
- Proven customer support experience or experience as a client service representative;
- Familiarity with CRM systems and practices (Intercom);
- A positive, cheerful, and welcoming persona;
- Strong communication skills;
- High-energy, competitive, and creative individual.
- Work on interesting and challenging projects, while building a pioneering software category;
- Great atmosphere, with the vibe and energy of a high-growth tech company;
- Competitive salary and equity;
- Health Benefits Package;
- 20 working days of paid vacation and Public Holidays in Ukraine;
- 15 days of paid sick leave;
- An immersive English-speaking work environment;
- Close collaboration between international team members;
- Fully Remote work in a friendly and comfortable team of professionals;
- And, of course, we use Surprise internally!