Customer Support Specialist

Posted Jun 21

Job description

Salary: 8000-9000 PLN/net (1900 USD - 2130 USD)

Contract: B2B

Let’s introduce you to the team first.

Steps up to mic* Oh, hello there! We’re the Support team at Surfer! We like people. Yes, even the challenging ones. And when we do our job right, people like us too. So, naturally, we love getting it right.

We believe Customer Experience plays an integral part in the product development journey. Our current CSAT score is 96.9%, thanks to our customer-facing approach, solution-minded thinking, and the level of both empathy and care with which we treat our customers. Our Support rockstars hail from the Philippines, Mexico, Kenya, and Poland.

If you’ve always felt being a Support Agent is more than mindlessly and robotically answering questions, you’re the one we’re looking for.

The Company

If you’re looking for a company where you are valued, listened to, and supported, we’re truly grateful you’ve found us. Forget all the trendy buzzwords: we value transparency. We like thinking and rethinking together. We build everything with intention and always aim to move with purpose. Although we’re a product-led company, we understand that without our People, there is no product.

So! What is the product exactly? We’re glad you asked! Surfer is a Content Intelligence Platform that helps marketing teams develop a surefire 360° content strategy, consistently grow organic traffic, and establish authority, thereby ranking higher on Google. We’re a cutting-edge, fully-bootstrapped, and fast-moving company. Over 10,000 companies and clients trust and rely on, Surfer’s innovative software.

We’re a company of doers and thinkers with just the right amount of whimsy. Our unwavering commitment to fostering a work culture that aligns with our People and their values has enabled us to become one of the leading startups in Europe and beyond. Why did we create this opening?

With our customer base growing, we need more people to ensure the quality of our support remains consistent. We constantly do QAs of our answers, but as the workload grows, things inevitably fall through the cracks. Since excellence and timeliness are our top priorities, we don’t want to make our clients wait hours to get their questions answered, no matter their time zone. That’s where you come in! :)

What you’ll be doing:

  • Acting as the first point of contact for customers, responding to inquiries via live chat or email, and providing product and service information.
  • Troubleshooting technical issues and providing timely and effective solutions to customer problems.
  • Creating Knowledge Base articles. We’re looking for people that know how beneficial it is to develop writing skills while working in Support.
  • Setting new Self-Service automatization solutions as a part of our proactive Support strategy.
  • Optimizing our current processes to ensure our clients receive the best service in the industry.
  • Taking part in the development and implementation of new product projects as a Customer Support representative.
  • Identifying potential issues and complaints and devising strategies to prevent them from occurring.

Job requirements

We might be looking for you if:

  • Your spoken and written English is fluent - at least C1 level.
  • You have experience in Customer Service area
  • You’re tech-savvy! You’re the first person friends and family call in a “tech emergency.” Bonus points if you have an experience as Technical Support!
  • You’re logical! Instead of aiming for “inbox zero,” you’re aiming for “problems solved.”
  • You’re adaptable, and you adjust easily to new situations. You are not intimidated by a fast-paced environment.
  • You’re self-motivated! You know how to prioritize and organize your day to finish the most pressing tasks.
  • You’re a team player! You understand the importance of constructive feedback and constantly contribute to the overall success of the team.
  • You’re resourceful! You can find answers to any and every question on Google - even if it means taking a deep dive.
  • You’re empathetic! You also have enough patience to help customers in need because you know that your response can make or break their day!
  • You’re bold! You’re not afraid to speak up and ask questions. We want you to participate in product development and encourage you to use your voice.

Why we think you’ll love working with us:

  • We keep the atmosphere casual - not only across the support team but also within the whole company.
  • Our clients are the top SEO experts in the world. Additionally, we work with well-known international companies, so you gain invaluable insights into the industry.
  • We trust each other - and limit the bureaucracy to a minimum. No timesheets, no micromanaging.
  • We organize off-sites and gatherings at least twice a year. We keep things lively on Slack as well!
  • We don’t just support our customers; we uplift one another. We will help you discover and utilize your unique talents to reach your full potential.

We want this job to be the best career opportunity you’ve ever had. Up for the challenge? Apply now!