Senior Customer Support Agent (Remote)

About Us:

Infloww was founded with a specific purpose in mind to address the underserved needs of spicy creators segment often overlooked by mainstream tech companies. Our journey began with the development of the Infloww CRM, a platform tailored for the 3+ million OnlyFans creators. However, this marked just the beginning of our journey. Today, we are diversifying our company portfolio into new arenas, including Al-powered tools and fintech. We are a diverse team of builders and creatives distributed across the globe. This is your chance to be part of a movement that will elevate an entire industry.

The Role:

We are looking for a dedicated and enthusiastic Senior Customer Support Agent to join our European customer service team. In this role, you will be responsible for addressing and resolving non-technical and technical customer inquiries via chat (Intercom) related to the Infloww platform. The ideal candidate will have strong communication skills, a customer-centric approach, and a keen eye for detail. This role reports to the Support Team Lead and will play a crucial part in ensuring our customers receive the highest standard of service.

You’ll be responsible for:

Customer Service:

• Respond promptly and professionally to customer questions through chat (Intercom).
• Provide accurate and efficient resolutions to both non-technical and technical questions regarding the Infloww platform.
• Maintain a high level of customer satisfaction by addressing issues thoroughly and courteously.
• Escalate complex issues to the appropriate teams while ensuring customers are kept informed throughout the resolution process.

Collaboration:

• Work closely with other members of the support team to share knowledge and best practices.
• Collaborate with cross-functional teams to resolve customer issues and improve the overall customer experience.
• Participate in team meetings and training sessions to stay updated on new features, tools, and processes.

Process Improvement:

• Identify recurring customer issues and suggest improvements to enhance the support process.
• Contribute to the development and updating of support documentation and resources.
• Provide feedback to the Support Team Lead on potential improvements to tools and workflows.

Ideally you’ll have:

Education and Experience:

• Bachelor’s degree in Business Administration, Psychology, Human Resources, Finance, or a related field is preferred.
• at least 2+ years of experience in a customer support role, preferably in a B2B SaaS environment.
• Familiarity with Intercom or similar customer support tools (e.g., Zendesk).

Skills and Competencies:

• Excellent written and verbal communication skills.
• Strong problem-solving abilities and attention to detail.
• Ability to manage multiple inquiries simultaneously in a fast-paced environment.
• High level of empathy and customer-centric mindset.

Languages:

• Fluency in English is a must. Additional European languages or Mandarin Chinese are a plus.

What’s in it for you:

• Competitive Salary: Attractive compensation package commensurate with experience and skills.
• Remote Work: We offer flexible working hours and location options
• Professional Growth: Opportunities for career advancement and personal development in a fast-growing company.
• Inclusive Culture: Be part of a diverse and collaborative team committed to innovation and excellence.
• Collaborative and Supportive Team: Working with team members that understands the importance of the work you’ll be doing

If you are passionate about optimizing revenue operations and have a track record of successfully implementing and managing processes and tools, we encourage you to apply for this exciting opportunity!