Customer Support Specialist Remote

Your mission

We are looking for a Customer Support Specialist to join the team to support our partner Levels Health

This is a permanent work from home position based in Portugal.

The successful candidate will need to be available to work the following shift: Thursday to Monday 15h30 00h00

This is an exciting opportunity for someone who is a passionate and dedicated individual. In this role you will be at the forefront of providing exceptional support to our members handling a variety of cases and tickets. The ideal candidate is someone who not only acknowledges issues but actively seeks ways to improve processes demonstrating a critical thinking mindset. This role requires a proactive individual committed to driving positive change with an interest in Fitness or wellness.

This is a permanent work from home role so the only commute you will need to worry about is getting to your home desk.

What youll be doing

• Delivering Customer service excellence on tickets as you support member queries both simple and complex issues (Tier 1 and Tier 2) with a strong focus on customer satisfaction and response time.
• Assisting with adhoc social media queries providing support and timely responses.
• Contributing daily to process improvement; Owning and creating documents to support the wider team.
• Actively applying critical thinking skills to troubleshoot issues and find innovative ways to resolve the members concerns.
• Diligently employing a proactive mindset to address potential challenges demonstrating a committed and forwardthinking approach to problem solving.
• Actively demonstrate a consistent productivity and assume full responsibility for assigned tasks and consistently upholding a high standard of performance and accountability in task execution.
• Recording weekly loom videos to provide a comprehensive update on work activities accomplishments and advancements.
• Conducting QA (Quality Audits) on you own tickets and other team members tickets contributing to a culture of improvement and excellence.
• Maintaining current awareness of ongoing product changes proactively ensuring knowledge is up to date and aligned with evolving product offerings.
• Proficiently initiating and managing escalation tickets to the other departments/engineering team as needed ensuring a streamlined and effective process for addressing and resolving complex issues within the specified protocols and timelines.

Your profile

• You have exceptional communication skills both written and verbal.
• You have experience in customer service role supporting English speaking markets through email and chat.
• You demonstrate a keen aptitude for problem solving employing analytical thinking and innovative approaches to deliver effective solutions to our members.
• You have experience with ticket targets and AHT targets.
• You have experience working between multiple systems such as Helpscout Notion Slack and Stripe.
• You possess meticulous documentation skills ensuring thorough and accurate recording of information.
• You embody a forwardthinking approach proactive mindset and initiative to drive positive change.
• You have effective time management skills optimising productivity and ensuring a timely completion of tasks.
• You can maintain a proactive approach to staying informed actively assimilating relevant information.
• You are detail orientated and possess strong quality assurance skills.
• Exceptional Organization Skills.
• Have a growth mindset and exciting about working with a company that is changing constantly.
• Have remote working experience and capabilities.

Why us

• The ability and autonomy to be able to work from where you want.
• A competitive salary.
• Allowance towards office desk/chair
• Internet and Meal allowance provided.
• Online Gym and Wellbeing Studio.
• The opportunity for professional growth.
• Fun company events and team outings.
• Autonomy and responsibility