Customer Support Representative (Remote)

Job Description

Company Introduction

Job Responsibilities and Duties

• Respond promptly, courteously, and professionally to client inquiries via email and chat;
• Troubleshoot technical issues related to account management, billing, and site navigation;
• Escalate complex issues to the relevant departments, ensuring timely resolution;
• Ensure compliance with industry regulations and internal online sales policies;
• Maintain accurate records of client interactions and resolutions in the support database;
• Provide email and chat support to Content Providers, assisting with technical issues, profile management, and general platform usage;
• Guide models through the onboarding process, ensuring they understand platform policies, tools, and best practices;
• Review and validate registration attempts and user-generated content in line with internal policies;
• Monitor and enforce the platform’s Fair Play rules by engaging with live users;
• Offer feedback to Content Providers to help improve their profiles and performance;
• Conduct coaching sessions under the guidance of the Key Account Manager, sharing industry best practices, client engagement strategies, and performance tips;
• Develop and update training materials, resources, and guidelines for Content Providers;
• Track Content Providers’ performance metrics and provide constructive feedback for improvement;
• Stay informed about industry trends and share relevant insights to help Content Providers remain competitive;
• Collaborate with other support teams and departments to ensure a consistent, high-quality support experience;
• Report recurring issues, client feedback, and technical problems to the Support Manager;
• Contribute to refining support processes, training materials, and overall service delivery.

Experience

• Minimum of 3 years’ experience in customer support, preferably within the entertainment industry or a related sector;
• Experience working in agile environments;
• Previous experience in a coaching or mentoring capacity is highly desirable;
• Have L2–L3 support experience, particularly when working closely with development teams, is an advantage;
• Excellent command of English; proficiency in French and/or Spanish is a strong advantage;
• Skilled in using support ticket systems and chat tools, such as Zendesk, Freshdesk, or Salesforce.

Personal Skills

• Strong written and verbal communication skills;
• Ability to manage sensitive and confidential information with discretion;
• Excellent problem-solving abilities with a proactive, solutions-oriented mindset;
• Capable of working independently while efficiently managing multiple priorities.