Middle Customer Support Agent

Middle Customer Support Agent

SKELAR is a venture builder, which builds international product IT-companies according to the rules of the world venture capital. Together with co-founders we gather strong teams to launch product IT-businesses and win in global markets.

RiseGuide is a self-development app built around examples of well-known role models.

Our users get rid of bad habits, following the advice of Andrew Huberman and Simon Sinek; pump up their social networks and content, taking the playbooks of Alex Hormozi and Mr Beast as a basis, start their own businesses, inspired by the rules of life of Richard Branson and Steve Jobs, etc. We plan to revolutionize the self-development and micro-learning industry and build a company that will overshadow MasterClass.

We are now looking for a Middle Customer Support Agent.

We have already found the unit economy and are actively scaling up, we have grown 5 times in the past six months, and we plan to keep up the pace. We are looking for responsible and proactive candidates who will enhance the RiseGuide brand in the international market and join a team of true professionals.

The challenges that await you : Be the voice and face of RiseGuide for users, respond to customer inquiries via email and chats, and in the future, via telephone calls. Work on a rotating schedule (including night shifts) and meet KPIs; Keep the knowledge base in excellent condition - update, optimize, and create new materials that make the complex simple; Improve support processes : from small changes in macros to testing and launching new tools and flows; Dive deeper into the product than anyone else : quickly master all support flows, find weaknesses, and help make the service more convenient and efficient.

What is important for us : 6+ months of experience in Customer Support, preferably in product IT and Billing Support; Fluent English (B2+) - comfortable written and verbal communication with users worldwide; Attention to detail when collecting information to escalate complex requests to the appropriate teams (technical support, billing, product department); Empathy and customer orientation - even in difficult situations, you leave the user with a positive experience; Quick adaptability - new flows, tools, or processes you perceive as a challenge, not an obstacle.

Desirable but not mandatory : Knowledge of Zendesk - from working with tickets to setting up macros, triggers, tags, analytics, and knowledge base; Understanding of key support metrics : First Response Time, Resolution Time, CSAT, Refund Rate - ability to influence them through your work.

Besides businesses, we are developing SKELAR foundation - a charitable foundation created by company employees. Within the initiative, we create and fund projects that help overcome the consequences of the war and restore Ukraine.

SKELAR is an environment for self-realization for people who are capable of creating successful companies. We call these companies the next big everything. We believe in their power and scale. We plan to continue developing tech businesses, conquering global markets, and working for the victory of Ukraine.

Let's build the next big everything together!