Customer Support Representative (EE)

About the Role

The role is based in Estonia, but it is fully remote, allowing you to work from the comfort of your own home. You will be part of a dynamic team that is passionate about delivering exceptional customer experiences, and you will have the opportunity to contribute to the growth and development of the company.

Wonderly's customer support team is committed to providing unparalleled service, and as a representative, you will be expected to embody this commitment. You will be working closely with the product and engineering teams to ensure that customer feedback is incorporated into the development of the platform, and that customers are receiving the best possible support.

What You Will Do

• Efficiently address customer inquiries within our Customer Support channels, ensuring adherence to service-level agreements
• Leverage knowledge base to efficiently address common customer queries
• Identify and escalate technical issues, prioritizing customer satisfaction
• Actively contribute to refining customer operations to uplift our support offerings and bolster customer retention and revenue
• Act as a pivotal bridge between customers and the product/engineering teams, channeling critical feedback and ensuring that customer-centric updates and patches are developed
• Collaborate with the customer support team to develop and implement process improvements
• Provide feedback to the product and engineering teams on customer needs and pain points
• Participate in training and development programs to enhance skills and knowledge
• Stay up-to-date with industry trends and best practices in customer support

What We Are Looking For

• Solid written and spoken English
• 2 years of customer support experience in various environments, from start-ups to multinational corporations, or a degree from a top-tier institution
• Commitment to a 40-hour workweek, beginning at 8:00pm Eastern European Standard Time
• Genuine enthusiasm for delivering unparalleled customer service
• Independent spirit thriving in a remote, dynamic setting
• Sharp analytical and critical thinking abilities
• Adaptability, coupled with a receptivity to feedback
• Familiarity with tools like Front, Intercom, Stripe, Notion, Zapier, G-Suite, JIRA, and Zendesk is a plus
• Strong problem-solving skills and attention to detail

Nice to Have

• Experience working with AI-powered platforms
• Knowledge of customer support software and technologies
• Certification in customer support or a related field
• Experience working in a remote team environment

Benefits and Perks

• Attractive compensation with structured pay reviews every six months
• Clear pathways for advancement, from Senior Agent to Managerial and Customer Operations Analyst roles
• A culture that values internal growth and promotion
• A vibrant, collaborative, and innovative working atmosphere
• Respect for your time with a swift and transparent interview process
• Opportunity to work with a cutting-edge AI-powered platform
• Flexible working hours and remote work arrangement
• Access to training and development programs
• Competitive benefits package, including health insurance and paid time off

• Familiarize yourself with Wonderly's AI-powered platform and its applications in customer support to stand out in the interview process.
• Highlight your experience working with customer support software and technologies, and be prepared to provide specific examples of how you have used these tools to resolve customer issues.
• Be prepared to discuss your experience working in a remote team environment, and how you handle communication and collaboration with team members.
• Showcase your problem-solving skills and attention to detail, and provide examples of how you have used these skills to resolve complex customer issues.
• Research the company culture and values, and be prepared to discuss how you align with these values and how you can contribute to the company's mission.
• Prepare to ask questions about the company and the role, such as what a typical day looks like, and what opportunities there are for growth and development within the company.