Customer Support Agent (Contract) - Remote

Overview

We are seeking a highly skilled specialist in customer support and personal assistance for our products in the market. This role requires independent execution of complex member support cases while contributing creative solutions to enhance the user experience across both platforms.

In Short

• Handle member inquiries via chat, email, and phone across Umi and Yohana platforms
• Independently troubleshoot complex app issues, subscription problems, and account questions
• Resolve billing and payment issues with creative problem-solving approaches
• Follow up on technical escalations and coordinate with engineering teams
• Develop solutions for unique member scenarios and edge cases
• Document interactions thoroughly in the support platform
• Make recommendations for new procedures based on member feedback and case patterns
• Test new features and provide expert input on platform improvements
• Contribute innovative concepts for enhancing member experience
• Work assigned shifts to ensure comprehensive daily coverage

Requirements

• 3+ years of customer service or member support experience
• Proven ability to tackle complex assignments independently with minimal supervision
• Creative problem-solving skills with strong attention to detail
• Experience with support tools (Zendesk, Salesforce, Intercom, etc.)
• Excellent written and verbal communication skills
• Ability to act as a facilitator and coordinate across multiple stakeholders
• Strong organizational skills with the ability to handle multiple tasks simultaneously
• High school diploma required; post-secondary degree preferred

Benefits

• Competitive compensation
• Comprehensive benefits package, including health insurance, dental, vision, and life insurance
• 401(k) retirement plan
• Accrued paid time off and sick leave
• Employee assistance program