Customer Support Agent

Responsibilities

• Respond promptly and professionally to customers who start chat conversations
• Analyze customer issues and provide solutions or answers
• Listen to and empathize with complaints, finding resolutions that satisfy customers and policies
• Document chat interactions, including customer details, issues and resolutions
• Keep up with product changes and industry trends
• Give management feedback on common issues and process improvements
• Collaborate with team members, supervisors and specialists on escalated issues

Requirements

• Fluent in English
• At least 6 months of customer support experience in B2B or B2C
• Knowledge of Zendesk, LiveChat and Slack
• Ability to work weekends, within five business days per week
• Strong communication, multitasking, empathy, adaptability and time management skills

Benefits

• Remote-first, trust-based culture with optional coworking spaces
• Extra time off, including a birthday holiday, 10 personal days and seven sick days
• Fair, transparent pay benchmarked to the market
• Learning opportunities and personal development plans
• Team offsites with fully covered travel
• Equipment and tools provided

About the Company

• Sumsub is an AI-powered trust infrastructure for compliance operations, covering identity verification, fraud prevention and transaction monitoring.