Customer Support Specialist

Skills

About the Role

You will resolve payment, subscription, account, and platform related issues for content creators and end users. You will provide a high quality customer experience by communicating clearly and empathetically. You will handle a large volume of written communication with attention to detail and professionalism. You will work independently in a fully remote environment and follow internal processes and policies.

Requirements

• 1+ year of experience in Customer Support, Customer Success, Operations, or a similar customer-facing role.
• Strong written communication skills and ability to explain complex topics in a clear and concise manner.
• English proficiency at B2 level or higher (written communication required).
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Strong problem-solving and analytical skills.
• High level of responsibility, attention to detail, and ownership.
• Ability to work independently in a fully remote environment.
• Customer-focused mindset with empathy and professionalism.
• Willingness to learn new tools, processes, and product features quickly.
• Experience working in SaaS, FinTech, Payments, Creator Economy, or Telegram-based products.
• Experience with CRM systems, ticketing platforms, and knowledge bases.
• Experience handling payment, subscription, or account-related issues.
• Understanding of content moderation, compliance, or trust & safety processes.
• Experience working in an international remote team.

Responsibilities

• Handle customer inquiries via chat and ticketing systems.
• Assist users with subscriptions, payments, account access, and platform-related issues.
• Investigate customer cases and identify the root cause of issues.
• Escalate complex requests to Product, Engineering, Compliance, or Moderation teams when necessary.
• Maintain a high level of customer satisfaction through clear, accurate, and professional communication.
• Follow internal processes, policies, and service standards.
• Document recurring issues and contribute to the improvement of the knowledge base.
• Provide structured feedback on customer pain points and product issues.
• Collaborate with cross-functional teams to improve customer experience and operational processes.
• Participate in quality reviews, training sessions, and team initiatives.