Position: Customer Support Representative. Product / Directly for Client
Company: Innoteka
Category: Support
Experience required: 2y
English level: fluent

**Product**
World's #1 e-commerce subscription platform for entrepreneurs - Subbly. 1500+ customers, doubling each year. Cool founder with a strong vision. Very experienced team, expects high standards of work.

**Purpose**
As a Customer Support Representative you will support Subbly's customers (merchants) by helping them successfully run their business using Subbly and it’s ecosystem effectively. You achieve this by providing prompt, friendly and helpful answers to questions about Subbly and it’s ecosystem through chat, email and other common channels of communication. In addition to industry best one-on-one support, you recognize the power in community building and foster a collaborative, supportive learning environment for subscription entrepreneurs. By listening to the voice of the customer, you contribute to the product development roadmap by ensuring frequently requested features, integrations, and common bugs are actioned. Your primary internal stakeholder is the Customer Success Team Lead.

**What will you do?**
- Maintain a deep understanding of Subbly features and capabilities in the context of the competitive landscape
- Moderate the Subbly Facebook community
- First responder to inbound inquiries from merchants, customers, partners, and leads across all channels (live chat, email, Facebook)
- Action inbound requests from merchants regarding billing (e.g. refunds), product education (e.g. feature use cases), and technical support (e.g. bug reports)
- Escalate technical errors, irate customers, chargeback threats, and undocumented edge cases with appropriate urgency
- Document solutions to frequently asked questions and common technical limitations
- Document and escalate feature and integration requests
- Draft notifications to merchants about feature releases and known technical errors and resolutions

**Key Metrics**
- Customer happiness (Intercom)
- Response time (using the mean)
- Monthly active users (%)
- Chargebacks and refunds (%)
- Churn (%)
- Conversion rate (trial to paid)

**Your Skills**
- Proficient written and verbal English communication skills are a must
- Service oriented with positive, optimistic attitude
- Decisive, creative problem solver with ownership attitude
- Excellent organization skills and extreme attention to detail
- Experience with HTML, CSS, JS and Bootstrap (would be nice)
- Basic understanding of reporting and analytics
- Proficient in Google suite
- Experience using tools such as Intercom, Slack and Asana

**Team**
- Experienced entrepreneur (startup advisor, public speaker), Edinburgh, Scotland
- Head of Product, Vietnam
- Head of Growth, Lviv
- Head of Operations, Canada
- Head of Sales, UK / US
**- Customer success team of 2 in Serbia, Mexico**
- UI/UX designer, Lviv
- Video editor, Lviv
- Engineering team of 5 in UA and Bali
- You:)

**Offer**
- $1,000-1,700 / m
- Work directly for client's company (not outsource / outstaff)
- Zero bureaucracy and freedom to do your work right
- Remote OK!
- All team gathering (next one could be in Bali:))
- 20 days per year paid vacation