Customer Support Representative
Sherbim ndaj KlientitPrishtinë2 ditë më parëFull Time
About the job
As a Customer Support Representative, you will play a critical operational role in supporting WithMe’s client and resident experience across multiple service channels. Acting as a key partner to clients, residents, and internal teams, you’ll help ensure support requests are resolved accurately, efficiently, and with a high level of care while maintaining strong service consistency across daily operations.
This role offers an opportunity to make a meaningful impact on both people and processes. You’ll support the scaling of a growing Customer Support function through strong communication, attention to detail, and a commitment to delivering timely, high-quality service.
The Day-to-Day Responsibilities
- Independently manage client and resident inquiries across email, chat, and phone channels
- Resolve help tickets from intake through resolution while maintaining accurate documentation in internal systems
- Monitor device activity and communicate required next steps or updates to clients proactively
- Handle outbound follow-up communication to ensure resolution and client satisfaction
- Place and track product orders while maintaining ownership through completion
- Collaborate cross-functionally with Operations and Client Experience teams to support issue resolution
- Escalate complex or sensitive issues appropriately while maintaining accountability for follow-through
- Maintain a high level of responsiveness across multiple support channels during assigned shifts
- Identify recurring issues and surface opportunities for process improvement
To Be Successful
The Customer Support Representative will be highly responsive, detail-oriented, and solutions-driven, with the ability to manage multiple support needs while delivering a positive client and resident experience. Qualified candidates will possess:
- At least 1 year of professional experience in a customer-facing role
- Ability to manage client inquiries independently across multiple communication channels
- Strong written and verbal communication skills in English (B2 CEFR level or higher)
- A customer-focused mindset with strong problem-solving ability
- Comfort working across email, chat, phone, and ticketing systems
- Strong organizational skills and ability to manage competing priorities
- High attention to detail and commitment to accurate documentation
- Ability to work effectively and independently in a fully remote environment
- A proactive approach to follow-up and issue resolution
- Comfort collaborating cross-functionally to resolve support-related issues