Customer Support Agent - 6 Month Contract
Job Summary
Job Description
- 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
- Experience with SQL and/or Zendesk Explore/Triggers
4 skills required
Job Details
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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About The Company
We believe every author should have an equal opportunity to succeed. Therefore, our mission is to discover hidden talents and turn them into globally successful authors.
Inkitt is a pioneer at the forefront of Data Driven Publishing. Using an analytic and objective approach, we’ve discovered hundreds of talented authors around the world with over 50% of our published authors achieving $100,000+ in sales. We have forever changed the traditional publishing model by inventing an algorithm which analyzes users' reading behavior to identify hits, in turn removing subjectivity from the equation. This gives Inkitt the unique ability to discover hidden talents that might otherwise have gone unnoticed.
Hits that are identified by our algorithm, are then licensed to and distributed on our Galatea app where we systematically generate blockbusters by A/B testing the content of our stories. This process is our own unique creation, and something which has never before been done in the entertainment industry.
At present, we are an international team of 85 passionate and dedicated inventors and entrepreneurs and we are growing quickly. We are proud that our mission has persuaded early investors in Google and Spotify to back us, as well as attracted talents from Netflix, Activision Blizzard, DeliveryHero, Babbel, and N26 to join us.
We invent new solutions to problems we encounter, as opposed to simply iterating upon existing solutions.
Join us to build the Disney of the 21st Century!
FT1000: #8 Fastest-Growing Company in Europe 2023
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