Customer Support Representative
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Job Description
Customer Support Representative serving Timeleft users through email, chat, and social media. Supporting the company’s mission to fight loneliness through shared experiences.
Responsibilities:
- Serve as the first point of contact for Timeleft users
- Respond promptly to customer enquiries across email, chat, and social media
- Tailor responses to each customer's individual context and tone
- Manage a high volume of tickets efficiently while maintaining quality
- Flag recurring issues and critical bugs to relevant internal teams
- Contribute to the internal knowledge base and FAQ
- Identify opportunities to simplify or automate support processes
- Triage and prioritise tickets based on urgency and impact
- Participate in preliminary questions, an introduction call, a case study, and a final interview during the recruitment process
Requirements:
- Strong written communication skills and a natural sense of empathy
- Ability to juggle multiple conversations while keeping accuracy high
- Experience with support platforms such as Zendesk
- A proactive, problem-solving mindset
- Comfortable working independently in a remote, fast-paced environment
- Previous experience in customer support is required
- Fluency in English is essential
- Must be based in Costa Rica
Benefits:
- Freelance position
- Tuesday to Saturday, 9:00 AM–6:00 PM schedule (including a one-hour break)
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