User Specialist, Customer Support

Responsibilities

About the Team
As part of our growing Customer Support team, you will be responsible for handling user feedback and safety inquiries, managing various user issues, recommending solutions and guiding users through features and functionalities, and providing top-quality user experience.

This is an exciting opportunity to join a global operation, a rapidly expanding international team, and provide a world class support service for our users.

Responsibilities
- Deliver exceptional experience to users and help resolve issues that are escalated via different channels, including safety inquiries.
- Respond to escalated user inquiries with high quality, accuracy and speed and collaborate with different teams, being the ultimate escalation point for users.
- Identify users' needs and help them use specific safety features. Be an advocate for users and develop ways to improve the overall user experience on the platform.
- Identify and report patterns, propose solutions, and drive implementations to prevent issues from recurring.
- Escalate risky issues to responsible teams in a timely way and follow up the whole process.
- Conduct initial triage and fact identification.

Qualifications

Minimum Qualifications
- Proficient in both written (greater than 45 words per minute) and verbal English communication.
- Must possess significant experience in a high-concurrency Live Chat environment.
- Proven track record of maintaining exceptional accuracy and professional clarity in fast-paced environments.
- Demonstrated ability in problem-solving and root cause analysis.
- Strong attention to detail when handling customer inquiries via chat and email and ability to prioritize tasks in a fast-paced environment with a strong focus on customer satisfaction.
- Experience using ticketing systems or customer service platforms (e.g., Zendesk, Freshdesk, Salesforce).
- Understanding of customer service KPIs such as CSAT, AHT, FCR, and SLA.

Preferred Qualifications
- 1+ years of experience in a customer service or support role, preferably in a digital or tech environment.
- Familiarity with CRM tools and escalation processes.
- Track record of resolving complex customer issues with minimal supervision.
- Experience working in a KPI-driven environment with a focus on continuous improvement.
- Strong interpersonal skills and the ability to work collaboratively across teams.