Customer Support Consultant (English C1) - Short Term, Remote

About the role

SupportYourApp is a global Intelligent Support-as-a-Service provider partnering with companies such as Mastercard, Calm and MacPaw in 30+ countries. It is looking for a Customer Support Consultant on a short-term basis to support a cloud-based file-sharing platform, working remotely and following internal SLAs.

Key responsibilities

• Communicate with customers via chat and email, following internal SLAs.
• Resolve inquiries about billing, how-to-use, account and login questions.
• Escalate unresolved tickets promptly to the client's internal team.
• Reproduce reported issues to check whether they affect multiple users.
• Research actively when information is missing and propose solutions.
• Follow internal guidelines and SOPs when handling tickets.
• Log bugs, create bug reports and keep feedback and bug-reporting boards up to date.
• Share improvement suggestions and flag unusual product behaviour or inefficient processes.
• Contact the Team Lead when procedures or tickets are unclear.

Required profile

• 1+ year of customer support experience, including writing professional emails.
• Experience providing support via chat and email, and with CRM or support systems such as Zendesk, Intercom or Gorgias.
• Experience in professional environments with strict guidelines and KPIs.
• C1 English, with attention to proofreading and email structure.
• Fast learner, detail-oriented, adaptable and open to reassignment between project sub-teams.
• Willingness to commit to a short-term cooperation of 3 or 6 months, with openness to longer cooperation afterwards.

Required skills

• Stable internet connection (at least 50 Mbps download / 40 Mbps upload).
• Plus: technical experience, Zendesk, iOS/Android devices, and comfort sharing feedback.

What we offer

• Full-time schedule: Sunday to Thursday 16:00-00:00 or Wednesday to Sunday 08:00-16:00 (GMT-5).
• Full remote cooperation, inclusive international environment and compensation in USD.
• Work-life balance, responsive leadership, self-development resources and a culture of trust with no time tracking.