Customer Support Operator

Customer Support Operator

CUSTOMER OPERATIONS · EU · FULLY REMOTE

Sumsub is the one verification platform to secure the whole user journey. With Sumsub’s customizable KYC, KYB, transaction monitoring and fraud prevention solutions, you can orchestrate your verification process, welcome more customers worldwide, meet compliance requirements, reduce costs and protect your business.

Sumsub has over 2,000 clients across the fintech, crypto, transportation, trading and gaming industries including Mercuryo, Bybit, Huobi, Unlimint, DiDi, Poppy and TransferGo.
Now we are looking for a Customer Support Operator to join our team.

What You Will Be Doing:

• Responding to Customer Queries: Engaging with customers who initiate chat conversations seeking assistance, information, or support. Respond promptly and professionally to their inquiries
• Problem Solving: Analyzing customer issues and providing solutions or answers to their questions
• Gaining a deep understanding of the company’s products or services to provide accurate and helpful information to customers
• Listening to and empathizing with customers who have complaints, working to find resolutions that satisfy both the customer and company policies
• Documenting Interactions: Keeping accurate records of chat interactions, including customer details, issues, and resolutions. This documentation is often used for reference and analysis
• Continuous Learning: Staying updated on product or service changes, updates, and industry trends to provide the most relevant and accurate assistance
• Feedback and Improvement: Providing feedback to management regarding common customer issues, suggestions for improvement, and ways to enhance the chat support process
• Team Collaboration: Collaborating with other customer support team members, supervisors, and specialists when dealing with complex or escalated issues

About You:

• At least 6 months of experience in Customer Support in B2B/B2C
• Knowledge of Zendesk, LiveChat, Slack
• Ability to work during weekends (still only 5 business days a week)
• Excellent communication skills, multitasking, empathy, adaptability, time management, positive attitude
• Advanced English

What We Offer:

• Competitive compensation in compliance with your professional expertise
• Working with a product that matters. Our technology helps to protect millions of users and lots of online services worldwide
• International project. Our team works from offices in Berlin, Limassol, London, and Miami, our customers are spread from Mexico and the USA to Hong Kong, South Korea, and Singapore
• Remote first company – work from anywhere in the world
• Paid vacation and sick leave

Sounds like a great opportunity for your career development? Then go ahead and apply!

We are a global community of innovators, creators, and thinkers, and we believe that diversity fuels our innovation. Sumsub is proud to be an equal opportunity employer, committed to building a diverse and inclusive workforce. We welcome applications from people of all backgrounds, cultures, genders, experiences, abilities and perspectives. Join us in shaping the future inclusively.

Department

Customer Operations

Role

Customer Support Operator

Remote status

Fully Remote