Customer Support Agent - 6 Month Contract

10 Months ago • 2-4 Years

Operations

Job Description

As a Customer Support Agent, you will provide world-class support to both authors and readers. You will flex to support different support queues based on volume and service level agreement, adhering to a 90% Customer Satisfaction Score. You will ensure 90% of users receive a response within 24 hours. Your responsibilities include solving 100 customer support contacts per day on average, working cross-functionally with Product and Engineering teams, responding to social media posts/DMs, supporting authors, and contributing to an active Discord community. You will also create and draft Help Center articles, create and edit internal workflows, and use data to communicate with management, leadership, product, and engineering.

Good To Have:

Experience with SQL and/or Zendesk Explore/Triggers

Must Have:

Provide world-class Customer Support
Adhere to a 90% Customer Satisfaction Score
Solve 100 Customer Support contacts per day
Work cross-functionally with Product and Engineering teams
Respond to social media posts/DMs
Support authors
Contribute to an active Discord community
Create and draft Help Center articles
Create and edit internal workflows
Use data to communicate with management, leadership, product, and engineering

Add these skills to join the top 1% applicants for this job

jira

algorithms

sql

critical-thinking

problem-solving

Inkitt is building the Disney of the 21st Century, standing at the forefront of technology and entertainment. Leveraging AI and predictive algorithms, Inkitt discovers unknown stories and turns them into blockbuster hits, producing a new $1M ebook every 4 weeks and selling directly to consumers through its Galatea app. Inkitt has become the 11th most bestseller-generating publisher in the world, boasting a 40x higher hit-rate than traditional publishers. Recently raising a Series C and backed by some of the top VC’s such as: Khosla, Kleiner Perkins, and NEA Ventures, our recent expansion into GalateaTV is only the beginning of our journey to becoming the next-gen entertainment powerhouse.

What You'll Do

Provide world class Customer Support to both Authors and Readers.
Flex to support different support queues based on volume and service level agreement
Adhere to a 85% Customer Satisfaction Score
Ensure 90% of our Users receive a response from the Support Team within 24hrs or less.
Solve 100 Customer Support contacts per day on average
Work cross functionally with Product and engineering teams to raise customer feedback and issues
Respond to social media posts/dm's requesting support
Provide support to our Authors
Support an active discord community
Create/draft Help Center articles to ensure that users have an option to resolve issues on their own
Create and edit internal workflows for common contact types
Use data to show customer contact drivers when communicating with management, leadership, product, and engineering
Respond to Customer issues within 24 hours of their question being submitted

What You'll Bring

Customer obsessed: You care about the customer and advocate them at every turn
Driven: You're a self-starter, work hard, and aren’t content with the bare minimum and go the extra mile for your customers and your peers
Neighborly: You care about the people around you and are willing to lend a helping hand when it’s needed. You strive to be a part of and create an environment that is inclusive, respectful, and encouraging
Adaptable: You're able to flex to the needs of the customer and the business. You understand that fires can happen and may require some additional support to help put those fires out.
You are located in Berlin and able to work a hybrid in-office environment
You have 2-4 years of experience in Customer Support
You are able to handle ambiguity well in a startup environment
You showcase critical thinking and problem solving skills
Able to work autonomously with minimal supervision
You seek out and are open to feedback
You're reliable. The team can count on you to show up not just when you're expected to, but when we need it the most
Not afraid to do what needs to be done - Sometimes we have to work overtime to make sure our users here back from us within a 24hr Service Level Agreement
You're familiar with Google Suite, ZenDesk, and Jira
Bonus: You have experience with SQL and/or Zendesk Explore/Triggers

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