Customer Support Agent

Sumsub is a leading full-cycle verification platform that enables scalable compliance. From identity and business verification to ongoing monitoring, our platform adapts to different risk appetites and market demands, ensuring global compliance. It allows customizing analytics and workflows with a no-code interface.

Over 4,000 clients — including Bitpanda, Wirex, Avis, Bybit, Vodafone, Duolingo, Kaizen Gaming, and TransferGo — trust Sumsub to accelerate growth, prevent fraud, and maintain compliance worldwide.

Now we are looking for a Customer Support Operator to join our team!

What You Will Be Doing:

• Responding to Customer Queries: Engaging with customers who initiate chat conversations seeking assistance, information, or support. Respond promptly and professionally to their inquiries.

• Problem Solving: Analyzing customer issues and providing solutions or answers to their questions.

• Gaining a deep understanding of the company’s products or services to provide accurate and helpful information to customers.

• Listening to and empathizing with customers who have complaints, working to find resolutions that satisfy both the customer and company policies.

• Documenting Interactions: Keeping accurate records of chat interactions, including customer details, issues, and resolutions. This documentation is often used for reference and analysis.

• Continuous Learning: Staying updated on product or service changes, updates, and industry trends to provide the most relevant and accurate assistance.

• Feedback and Improvement: Providing feedback to management regarding common customer issues, suggestions for improvement, and ways to enhance the chat support process.

• Team Collaboration: Collaborating with other customer support team members, supervisors, and specialists when dealing with complex or escalated issues.
  

About You:

• Fluent in English.

• At least 6 months of experience in Customer Support in B2B/B2C.

• Knowledge of Zendesk, LiveChat, Slack.

• Ability to work during weekends (still only 5 business days a week).

• Excellent communication skills, multitasking, empathy, adaptability, time management, positive attitude.

What We Offer:

• Remote-first, trust-based culture. Work from the place that works best for you. No mandatory office days, no attendance trackers. In some locations, we provide offices or coworking spaces, but the choice is yours.

• True flexibility. We do not fix you to a 9-to-5 schedule. You can adjust your working hours when needed, as long as your day stays productive and in sync with the team.

• Extra time off. Your birthday is a holiday here. Add to that 10 personal days each year, seven sick days without paperwork, and extra time to enjoy Christmas and New Year. Time to rest is part of the deal.

• Work that matters. Our mission is to build a digital world that is secure, accessible and inclusive for everyone. From fighting fraud to making online services easier and safer to use, your work will have a real impact on how people experience trust online.

• Compensation. We offer fair and transparent pay, benchmarked to the market.

• Truly global. We work across continents and time zones, with teammates and customers from all over the world. You will run campaigns that cross borders, cultures, and languages, and see your ideas land worldwide.

• Growth built in. Clear goals, open feedback and personal development plans. We support your progress with learning opportunities and by covering role-specific events, from design conferences to marketing forums.

• Team offsites. Sometimes just Slack is not enough. That is why we meet in person a few times a year. Trips are fully covered, so you can meet, collaborate, and recharge together.

• Getting you set up. We make sure you have access to the tools and hardware you need to do your work well.

• Friendly by design. Our logo is a dog for a reason. We keep things human, open and kind. We welcome individuality, quirks and different perspectives, because that is what makes our work smarter and more fun.

The hiring stages: TA screening -> Test Assignment -> Hiring Manager Interview

Sounds like a great opportunity for your career development? Then go ahead and apply!

We are a global community of innovators, creators, and thinkers, and we believe that diversity fuels our innovation. Sumsub is proud to be an equal opportunity employer, committed to building a diverse and inclusive workforce. We welcome applications from people of all backgrounds, cultures, genders, experiences, abilities and perspectives. Join us in shaping the future inclusively.

We believe in fair and transparent compensation. Salaries vary depending on work location and applicable local market conditions.

This role is open to candidates in multiple countries, and compensation differs based on the candidate’s confirmed work location. For this reason, a single universal salary range is not included in this job posting.

The applicable work location will be confirmed early in the recruitment process, and the relevant compensation information for that location will be shared in writing, in line with local requirements.