Customer Care Representative
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Job Description
Customer Care Representative supporting users of StellarTech’s subscription-based EdTech mobile apps. Handling Zendesk requests, investigating root causes, and escalating technical issues.
Responsibilities:
- Handle web and app user requests in Zendesk through email and live chat
- Find the root cause of user problems rather than only fixing individual cases
- Escalate user issues to the technical team
- Tag user requests for analytics collection
- Keep response times within the SLA
- Share insights on recurring pain points
- Suggest improvements to templates, guidelines, and processes
- Work closely with the Tech Support team by reporting bugs and identifying recurring issues
Requirements:
- English at Upper-Intermediate (B2) level or higher, with strong writing (grammar, punctuation, vocabulary)
- Clear, polite and empathetic written communication, with logically structured messages and no copy-paste tone
- Ability to handle a high volume of similar requests without losing speed or quality
- Analytical mindset focused on understanding why problems happened
- Availability to work shifts
- Experience with Zendesk or other ticketing/CRM systems
- Experience with high-volume email and live chat support
- Experience in subscription-based mobile apps
- Daily use of AI tools such as ChatGPT, automation tools, and productivity apps
- 1+ year of Customer Support experience is nice to have, not required
- Examples of implemented process improvements are nice to have
Benefits:
- Freelancer engagement
- Remote work
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