Senior Support Specialist
Drops, Estonia
Job Description
Hello there!
Do you have a soft spot for profitable companies with a meaningful, globally used and loved product? Would you like to work within a compact, super-capable team in a refreshing work environment? Would you like to work on an application that is changing the way we learn and communicate? Would you like to learn about how technical support works? You might just be the perfect fit for our new Senior Customer Support opportunity here at Drops!
About us:
Our goal at Drops is to ensure effective language learning through a delightful, seamless, gamified experience. We strive to be the #1 app for vocabulary learning and were very much on the way there! Our app has been live on the App Store for over 4 years, covering 41 languages, serving 25 million users across the globe and has been featured on both the App Store (App of the Day) and Play Store (App of the Year in 2018). Drops has been featured by TechCrunch, FastCo, Forbes, CNN, Bloomberg, VentureBeat and many more. In short, were a tiny but very powerful team spread mostly across Europe, achieving great things the remote way! The founders are involved in everyday implementation, strategy and support, working with the team on innovative ideas to shift the needle in the language learning space. Check us out and see what you think: http://drops.app.link/
Requirements
About you:
Were looking for a senior support specialist, focusing on bolstering the relationship with our customers by providing a prompt, professional and warm approach to resolving issues.
- You are a passionate support specialist who will be the eyes and ears for our team, fielding customer inquiries and finding innovative ways to respond.
- You’ve got experience working in a support team as a senior figure, looking for ways to make the team’s job easier and more efficient.
- You’re a self-starter, whose focus on automation and providing great service when requiring manual intervention.
- You’re detail oriented and highly organized.
- You find the most valuable feedback among thousands of inquires, and provide the wider team with quality information to improve the product
You will:
- Solve customer issues via multiple channels, ensuring customer satisfaction and happiness with our products and services
- Work with the customer to Investigate and analyze issues within the Drops apps. Answer ‘how to’ questions, recommend known technical solutions and research workarounds
- Take ownership of technical issues and customers problems from beginning to end, ensuring timely follow-up and a satisfactory resolution
- Assist with keeping internal and customer-facing support documentation up-to date
What makes us different
- Were a small team. Were optimising for impact, not for headcount
- Empathize with the customers to build a strong relationship to promote brand loyalty
- We’re listening to our Support representatives to see how we can meet our customer’s needs
- Our engineering team is actively helping our Support team with fixes and possible workarounds
Requirements
- At least 5 years of experience in customer support
- Highly proficient in English (C1-C2)
- Extensive experience in customer support tooling (preferably zendesk and payment providing systems such google play, paddle, etc).
- Excellent listening skills and an empathetic voice and manner
- Can judge subtext easily in a conversation, adapt to the customer's message and constantly evolve the tone of voice to meet the needs of our varying customer base
- Project management experience (everyone manages projects at Drops)
- Have the ability to thrive in a fast-paced environment, multitasking while keeping the focus on the customer
- Show composure, resilience, and flexibility as customer needs expand and case volume changes
- Having experience in remote working and knowledge of the following languages is a plus: Chinese, Spanish, German, French or Portuguese
Benefits
- All the perks of remote working
- An awesomely compact 24 person team
- Yearly educational allowance
- Fitness allowance
- High-end Apple hardware and ergonomic accessories
- 36 days of holiday per year
- Quarterly team gathering somewhere in the world (Amsterdam, Iceland, Lisbon and Budapest were previous locations) - Once we can move freely of course