Support Specialist L1

We are currently looking for Support Specialist L1. In this role, you will champion our best practices and help our customers with their daily questions.

In this role, you will:

• Communicate with customers via the Intercom in-app chat.

• Take ownership of customer issues and see them through to resolution.

• Escalate a problem to other internal teams as appropriate.

• Follow support processes and best practices.

• Pass on customer feedback to the Product team and provide users with updates about the upcoming features.

• Collaborate with Sales & Customer Success teams.

• Create and update how-to guides and feature overview articles for our Help Center.

• Create short how-to videos describing our product and features.

• Participate in small projects, e.g., Product Tour creation, onboarding support for new customers, etc.

About you:

• 2+ years of experience in customer support or customer-facing roles.

• Ability to create training materials via text and video.

• Experience working with B2B and B2C clients or in high-velocity environments.

• Excellent written and verbal English communication skills (C1).

• Passion for helping customers achieve success and get things done.

• Excellent sense of discipline and responsibility.

It would be awesome if you:

• Have knowledge of mobile marketing.

What is there for you?

• Time Off: Vacation and public holidays following your country's regulations. Additional 6 PTOs annually for personal rejuvenation.
• Health and Wellness: Medical insurance or health care compensation. Paid sick leave to prioritize your well-being.
• Professional Development: Top online/offline conferences and mobile industry events. Internal courses for continuous professional development.
• Performance and Growth: Micro-management-free and supportive management style. Semi-annual performance review sessions. New career opportunities through our internal mobility program.
• Team Engagement: Corporate online events and offline team retreats. Collaboration between teams through shared OKRs. The environment is conducive to open dialogue and constructive feedback.
• Work Flexibility: Flexible working schedule for a better work-life balance. Remote-first working environment.
• Workspace Options: Co-working costs coverage program. Office hubs in key locations for a convenient and productive work environment.