Customer Support Agent

📋 Description

• Own customer interactions end-to-end across email, chat, and phone delivering responses that are
• Investigate and resolve complaints by digging into root causes and implementing solutions that
• Step up on complex or escalated cases, and act as a guiding hand for junior agents navigating
• Translate customer feedback and usage trends into actionable product insights that inform real
• Keep records and interaction logs accurate and up to date, ensuring nothing falls through the cracks
• Consistently hit and look to exceed team KPIs and SLAs, holding yourself accountable in a remote

🎯 Requirements

• Proven experience in a customer support or service role, ideally in a digital, gaming, or online
• Strong written and verbal communication skills with the ability to handle sensitive situations with
• Comfortable working to targets in a metrics-driven, remote team – you know your numbers and take
• Experience managing escalations or mentoring peers through complex customer issues
• Confident using CRM or ticketing platforms to log interactions and maintain clean, reliable records
• A curiosity for product improvement – you don't just close tickets, you notice what keeps opening