(English C1) Customer Support Consultant, short-term (remote)

Who are we?

SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like Mastercard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support. We operate globally, supporting clients in 60 languages across diverse industries. So what if you had a chance to be a part of the world's leading SaaS, software, or hardware solutions?

Join our community as a Customer Support Consultant on a short-term basis and unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach.

Excited? Let's see what it takes 💛

What you will do:

• Provide prompt and accurate support to users by resolving tickets in line with project-specific procedures and quality expectations;

• Follow all guidelines related to tone, accuracy, escalation paths, and ticket categorization as outlined in the SOP;

• Document all user interactions clearly and professionally within the designated support platform;

• Perform daily supplemental tasks as assigned to support operational excellence (e.g., knowledge review, internal communications, task reporting);

• Maintain a strong understanding of project workflows, updates, and service goals;

• Strive to meet or exceed individual KPIs and project metrics consistently;

• Reach out to the Team Lead regularly when facing difficulties understanding procedures or handling specific tickets;

• Communicate openly about availability, workload, and schedule-related concerns;

• Proactively contribute to a positive and supportive team culture;

• Follow the assigned shift schedule as distributed by the Team Lead;

• Submit any schedule-related requests (e.g., shift swaps) directly to the Team Lead for review and approval. What you need to succeed in this role:

• Excellent written and verbal communication skills in English (C1);

• Strong attention to detail and commitment to delivering high-quality support;

• Ability to work independently while following established procedures and service expectations;

• Reliability in meeting shift schedules and deadlines;

• Proactive attitude toward learning and continuous improvement;

• Flexibility and adaptability to process, software, and expectation changes;

• Previous customer service (email-based) experience;

• Previous Zendesk experience;

• Previous experience working with KPIs and expectations;

• Ability to resolve 80–100 tickets per shift;

• An Android or Apple device (a smartphone works), required for signing into accounts.

Benefits

• Schedule: Monday–Friday, 10:00–19:00 or Monday–Friday, 16:00–01:00 (UTC+02:00 time);

• Opportunity to cooperate fully remotely;

• Inclusive international environment;

• Compensation in USD;

• Balance between project workload and personal time;

• Responsive leadership interested in your development;

• Greenhouse conditions for self-development;

• A culture built on trust, with no time-tracking requirements.

• *The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.

• You can learn more about the company and its culture by visiting our official website and social pages on Facebook, Instagram, and LinkedIn.

• So if you're a proactive Support Specialist who thrives on solving problems, ensuring customer satisfaction, and delivering outstanding service, don't miss this opportunity and send us your CV in English to collaborate with us!

• Over 1500+ specialists who already deliver exceptional customer experiences collaborating with SupportYourApp.

• Know someone perfect for the role? Refer them and get rewarded!

• We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law.

• Your personal data will be processed as described in the SupportYourApp Candidate Privacy Notice.