(fluent English) Customer Service Expert (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 Service Expert today and thrive in a multicultural and multilingual environment while enjoying your home office. 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:

• Create and analyse the full life cycle of the customer, offering suggested improvements along with a full timeline;
• Own the Voice of Customer (VOC) program and reporting;
• Monitor and analyze App Store and Google Play reviews;
• Identify recurring customer pain points, trends, and emerging issues;
• Track and categorize feature requests, bugs, and usability feedback;
• Perform root cause analysis on recurring customer issues;
• Produce weekly and monthly Voice of Customer reports with actionable recommendations;
• Recommend Help Center, process, and workflow improvements based on customer feedback;
• Monitor customer sentiment across support channels;
• Maintain accurate customer feedback taxonomy and tagging;
• Partner with Product and CX leadership by surfacing meaningful customer insights;
• Support product launches by monitoring customer sentiment and identifying early issues;
• Identify opportunities to reduce ticket volume through self-service improvements.

What you need to succeed in this role:

• Excellent English communication skills (at least C1 for both spoken and written);
• Previous experience in customer support, customer experience or a similar customer-facing role;
• Experience creating reports, dashboards, or presenting insights based on customer data;
• Previous experience escalated or dissatisfied customers and working to improve customer satisfaction (CSAT);
• Strong analytical and critical thinking skills, with the ability to identify trends from customer feedback;
• Previous experience managing or representing a company's brand through social media responses;
• Exceptional attention to detail, organizational, and time management skills;
• Ability to prioritize multiple tasks independently and work with minimal supervision;
• A proactive, self-driven mindset with a focus on continuous improvement;
• Ability to work independently while following established procedures and service expectations;
• Proactive attitude toward learning and continuous improvement;
• Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload).

Benefits:

• Fixed schedule with 2 flexible days off and 5 shifts from Monday to Sunday, rotating shifts 4 PM–1 AM, GMT+3;
• Opportunity to cooperate fully remotely;
• Inclusive international environment;
• Compensation in USD;
• Rewards for referring friends;
• Balance between project workload and personal time, but also – internal health policy;
• Responsive leadership interested in your development and long-lasting cooperation;
• 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 Service Expert 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.

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

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