Support Specialist

Job Description

REQUIREMENTS

• 1–3 years in high-volume customer support, preferably in chat and email environments
• Demonstrated ability to meet SLA targets (first response and time-to-close) and maintain 80%+ CSAT consistently
• Strong written English (C1+) with the ability to adapt tone across customer types and situations, including de-escalation, conflict resolution, and sensitive conversations
• Comfortable managing multi-tab workflows with fast, accurate typing (50+ wpm)
• Hands-on experience with at least one modern support platform (Intercom, Zendesk, or Gorgias) and working familiarity with Notion, Slack, and basic spreadsheets
• Disciplined approach to data hygiene — consistent tagging, thorough case summaries, and strict SOP adherence
• Comfortable operating with a high degree of autonomy during low-supervision shifts (overnights, weekends, holidays) and confident making independent judgment calls within established guidelines
• Reliable and accountable with schedule commitments, particularly for non-traditional hours where coverage gaps have direct customer impact
• Patient and consistent in high-volume, repetitive work environments without a drop in quality or care
• Strong attention to detail, particularly in fraud spotting and payment troubleshooting, where small errors carry real consequences

RESPONSIBILITIES

• Respond to live chats and emails within SLA windows and own cases through to resolution, following up proactively rather than waiting on customers to chase
• Troubleshoot account access issues, order and shipping status, and redemption and withdrawal flows with accuracy and efficiency
• Identify and escalate fraud, safety, and VIP situations using established playbooks, with sound judgment on when to escalate vs. resolve independently
• Recognize and document potential chargeback and payment dispute cases before they escalate to the processor
• Contribute to team knowledge by suggesting macros and help center articles, and surfacing recurring bugs, product gaps, and operational trends
• Maintain clean, accurate ticket tagging and case notes that support analytics, reporting, and seamless shift handoffs
• Deliver thorough shift handoff notes so incoming agents can pick up cases without losing context
• Manage a consistent case volume without sacrificing quality

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