Customer Support Representative (Remote)

Job Description

Company Introduction

Job Responsibilities and Duties

• Deliver timely, professional, and empathetic support to customers through ticketing systems, email, and live chat;
• Investigate and resolve account-related queries, including access issues, billing matters, credit usage, and general platform navigation;
• Diagnose technical or usage-related problems and provide clear, user-friendly explanations tailored to different levels of understanding;
• Assist content providers with account setup, platform tools, and day-to-day usage;
• Guide content providers through the onboarding process, ensuring full understanding of platform policies, rules, and operational requirements;
• Review and approve content provider applications and documentation in accordance with internal policies;
• Monitor and assess chat activity for potential policy breaches or prohibited behaviour;
• Review visual content such as images, videos, and live streams to ensure compliance with platform standards;
• Enforce platform policies by implementing appropriate measures, including warnings or account limitations;
• Uphold internal Fair Play standards through direct engagement with users and content providers when required;
• Collaborate closely with support colleagues and technical teams to maintain consistent platform operations;
• Escalate recurring issues, risks, user feedback, or technical concerns to the direct manager;
• Record common issues, edge cases, and resolutions to support internal knowledge bases;
• Contribute to ongoing improvements to support processes, moderation practices, and internal documentation;
• Maintain accurate and comprehensive records of all actions taken and resolutions provided within internal systems.

Experience

• Minimum of 3 years’ experience in customer support, preferably within the entertainment industry or a comparable digital environment;
• Experience working in agile or fast-paced operational settings;
• Experience working with customer support ticketing systems and chat platforms;
• Familiarity with Zendesk is a strong advantage;
• Comfortable using productivity tools such as Microsoft Office and Google Workspace;
• Interest in AI-assisted tools and knowledge bases is considered a plus;
• Exposure to Level 2 or Level 3 support workflows is considered an advantage.

Personal Skills

• Excellent written communication skills in English; proficiency in additional languages is considered a strong asset;
• Ability to work independently, manage multiple support queues, and prioritise tasks efficiently;
• Strong verbal communication skills, with the ability to adapt tone and messaging when engaging with users, partners, and internal teams based on context and urgency;
• Analytical and solution-oriented mindset, with a proactive approach to identifying and resolving issues;
• High level of attention to detail, particularly when reviewing user accounts, content, and interactions;
• Demonstrates discretion and professionalism when handling confidential or sensitive information;
• Technically confident, with the ability to navigate back-office systems, dashboards, logs, and internal tools;
• Curious and adaptable when learning new platforms and internal systems; 
• Exercises sound judgement and makes well-reasoned decisions within established policies and guidelines;
• Strong sense of ownership and accountability for assigned cases and responsibilities;
• Team-oriented and collaborative, with a supportive approach to working with colleagues;
• Flexible and comfortable, adapting to changing priorities and evolving processes;
• Proactive and initiative-driven, with the ability to anticipate issues and act within defined frameworks.