Customer Support Specialist

Customer Support Specialist

Company

The Open Platform

Conditions

5 hours agoSenior Anywhere Remote Customer Support Jobs by The Open Platform

Skills

Remote Creator Knowledge Base Customer Trust Written Knowledgebase Creatoreconomy Trustsafety Telegram Empathy Saas Ticketing Moderation Crm Compliance Analysis Fintech Communication Payments Support Email Subscriptions Ownership Account

About the Role

You will resolve payment, subscription, account, and platform related issues for content creators and end users. You will provide a high quality customer experience by communicating clearly and empathetically. You will handle a large volume of written communication with attention to detail and professionalism. You will work independently in a fully remote environment and follow internal processes and policies.

Requirements

• 1+ year of experience in Customer Support, Customer Success, Operations, or a similar customer-facing role.
• Strong written communication skills and ability to explain complex topics in a clear and concise manner.
• English proficiency at B2 level or higher (written communication required).
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Strong problem-solving and analytical skills.
• High level of responsibility, attention to detail, and ownership.
• Ability to work independently in a fully remote environment.
• Customer-focused mindset with empathy and professionalism.
• Willingness to learn new tools, processes, and product features quickly.
• Experience working in SaaS, FinTech, Payments, Creator Economy, or Telegram-based products.
• Experience with CRM systems, ticketing platforms, and knowledge bases.
• Experience handling payment, subscription, or account-related issues.
• Understanding of content moderation, compliance, or trust & safety processes.
• Experience working in an international remote team.

Responsibilities

• Handle customer inquiries via chat and ticketing systems.
• Assist users with subscriptions, payments, account access, and platform-related issues.
• Investigate customer cases and identify the root cause of issues.
• Escalate complex requests to Product, Engineering, Compliance, or Moderation teams when necessary.
• Maintain a high level of customer satisfaction through clear, accurate, and professional communication.
• Follow internal processes, policies, and service standards.
• Document recurring issues and contribute to the improvement of the knowledge base.
• Provide structured feedback on customer pain points and product issues.
• Collaborate with cross-functional teams to improve customer experience and operational processes.
• Participate in quality reviews, training sessions, and team initiatives.

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