Customer Support Agent, PST-EST timezone
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Job Description
Customer Support Agent focusing on managing US customer satisfaction and retention. Handling chats and calls while educating users to successfully utilize the product.
Responsibilities:
- Efficiently handle a large number of **chats** and **calls** (no cold calling) with a strong focus on quality;
- Proactively provide in-depth details about our product, address customer concerns and objections diligently, ensuring their satisfaction;
- Guide users through onboarding and activation flows, educate customers to ensure successful product usage;
- Use selling techniques to offer our additional products (e.g. resume review) to existing customers, convert support interactions into successful payments if there’s such opportunity;
- Act as the first line of retention, identifying early churn signals during customer interactions, share insights and feedback with the team to improve retention and customer experience.
Requirements:
- **2+ years** of proven experience in customer support, customer success, or support-driven sales, working with **US-based customers.**
- Fluent English and Russian.
- Exceptional communication, problem-solving and negotiation skills (clear, friendly, confident)
- Comfortable working with KPIs and performance metrics
- Customer-centric mindset with a business-oriented approach
- High-speed internet connection (VPN free)
Benefits:
- JobHire.AI is **mission-driven, fastest-growing, and profitable global company**.
- Amazing opportunity to shape the experience of a product that directly improves people’s careers and lives.
- Brilliant team of the strongest A players from McKinsey, Nexters, Gett, Glovo.
- Remote work - work/life balance.
- Competitive package ($12000-18000).
- Paid 38 days Off (vacation + local holidays) and sick leave.
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