Customer Care Representative (Night Shift)

TLDR

Engage users as their primary support contact, resolve issues, and enhance customer experience by collaborating with the tech team to suggest improvements.

As an entry-level Customer Care Representative, you’ll be the first point of contact for our users. Your role is to resolve questions, troubleshoot issues, and ensure users feel heard and supported. You’ll work closely with a Tech Support team to report bugs, suggest improvements, and keep the customer experience smooth.

Responsibilities:

Managing web and app user requests in Zendesk;
Escalating user issues to the technical team;
Tagging user requests to gather analytics;
Ensuring response times are within our SLA;

What we’re looking for

English: Upper-Intermediate (B2) or higher
Previous experience in Customer Support
Genuine interest in support & problem-solving
Daily experience using AI tools (ChatGPT, automation tools, etc.)
Excellent communication: polite, clear, customer-friendly tone
Ability to structure your thoughts and write messages logically and respectfully

Schedule:

- Work hours: 8 hours a day, 40 working hours a week
- Work days: on a rotational basis
- Night shift: 00-08 UTC
- Breaks: 1 hour per shift

Start date: asap
Cooperation type: freelance