Member Support Specialist (Evening Shift)

DISQO’s mission is to build the world’s most trusted ad measurement platform that fuels brand growth. The world’s largest brands, agencies, and media companies trust DISQO for expert insight and AI-driven intelligence about their advertising performance across all platforms. We capture people’s sentiments and journeys, connecting them with the brands they value and the media they consume. With this identity-based approach, brands gain more accurate and authentic insight so they can create more meaningful interactions. Joining DISQO Nation means becoming part of a community that champions speed, innovation, and continuous growth. We invest deeply in our talent, empowering our teams to reach their highest potential. Together, we are shaping the future of work at DISQO—defined by performance, purpose, and impact. We show up each day with curiosity and ambition, committed to learning, accelerating growth, and making a lasting difference. Grounded in our values and principles, we lead and collaborate to elevate performance, accountability, and excellence at every level of the organization. And through it all, we make sure to have fun along the way. Note: This role will operate from 10:00pm to 4:00am Yerevan time, 5 days a week. Because of these hours, this is a remote position, but must be within convenient driving distance from our Yerevan office in order to participate in team building and company events. What you get to do:

Resolve 1,000 plus support tickets and live chats every week while maintaining accuracy, empathy, and policy compliance. You set the pace on both volume and quality.

Anticipate follow up questions and answer them in advance, reducing back and forth and saving time for members and the team.

Use account tools confidently to fix issues on the spot when permissions and policy allow, taking full ownership of the resolution.

Utilize and propose AI tools and agents to accelerate responses, summarize long threads, classify tickets, and suggest solutions, then refine outputs so they match our standards and voice.

Detect unusual account activity, repeated policy violations, or patterns that suggest fraud or abuse, and act quickly using the correct workflows.

Follow verification flows carefully and escalate high risk cases to the appropriate team with clear, structured notes that tell the story in one glance.

Balance empathy for members with protection of rewards, inventory, and overall program health, making decisions that are fair, consistent, and aligned with policy.

Spot recurring issues and themes across your queue such as confusing flows, broken links, payout friction, or survey quality concerns, and flag them with examples so they can be addressed at the root.

Participate in structured experiments by following test instructions precisely and reporting what you see from members in a clear, data informed way.

Track new releases, feature flags, and known issues so you can explain them confidently to members and adjust your responses in real time.

Work confidently in modern support and collaboration tools including ticketing systems, live chat platforms, fraud dashboards, internal documentation tools, and productivity suites, and learn new tools quickly as the stack evolves.

What you bring to the role:

You thrive in a high volume, fast-paced environment providing online support, handling thousands of tickets weekly.

You’re a team player, committed to pursuing outsized impact at a scale that stands out.

You are naturally competitive and hold yourself to a high standard, consistently striving for excellence and pushing for better outcomes for both customers and the team.

Strong written English skills; clear, concise, and friendly in every interaction.

Experience with tools like Zendesk, Intercom, live chat, and account dashboards.

Comfortable using AI tools to draft replies, summarize threads, classify issues and build workflows with a strong curiosity for maximizing efficiency through AI-driven solutions.

Sound judgment on fraud and risk, following verification flows and policy consistently.

Data driven mindset; track your own volume, speed, resolution rate, and satisfaction.

Ability to spot patterns across tickets and share them with clear examples.

Reliable for the 10pm to 4am Yerevan night shift, staying focused and consistent.

Curiosity about product details and updates; you keep yourself informed and current.