Lead Customer Support Agent Jobs in Arkansas

Work directly with Customer Experience Lead to schedule, capacity plan, and implement customer support strategies.

Develop and maintain customer support documentation, including FAQs, knowledge base articles, and standard operating procedures.

3+ years of experience as a customer support team lead or equivalent.

Act as top tier for escalations including phone calls and be the point of contact for challenging customer situations.

Help build out processes that enhance the productivity of the CX team.

Track trends and customer feedback.

Excellent multitasker and time management - handle multiple streams of inbound requests and several open tasks at a time.

Investigate and manage declined transactions and customer notifications.

Ensure timely resolution of customer problems while maintaining a positive customer experience.

2+ years of customer support or similar client-facing experience.

Experience using ticketing systems: (Zendesk, Salesforce, etc)

Remote (within the US) and flexible work culture

Completing all expected training to continue to grow and validate their abilities

Basic knowledge of cryptocurrency and blockchains

General passion and knowledge of fintech and crypto

Supporting our ATM customer base via phone and chat

Validating customers who want to increase buy limits

Handling any functional questions regarding the usage of our terminals

Native English (UK/US/AUS/CA) communication skills, both written and spoken – any other language is a major bonus!

Your work week will be from Wednesday until Sunday with Monday and Tuesday off.

The work hours vary between 10.45 AM - 9.45 PM. You almost never work longer than a normal shift!

Be our first port of call for our North American support issues and customer service.

Get smart with your working hours, so that every customer gets an answer when they need it.

Become a walking Encyclopedia about all VanMoof products we've ever sold, so you can answer customer questions in an instant.

Content Creation and Help Center Management (10%)

Manage and organize a portion of all inbound tickets from customers and internal team members

Leverage support tools to efficiently deliver a world class customer experience and gather customer feedback

Become a Relo Product expert and help both customers and coworkers succeed via knowledge sharing

Standardize best practices, knowledge bases, and external-facing documentation to create scale in the customer support role

2-3+ years of proven experience in a customer-facing role at a technology solution, agency, brand or media company.

Proven Time Management and Organizational Skills

Has attention to detail and critical thinking skills

Able to manage their own schedule and workload

Can communicate effectively in writing

Open to receiving performance feedback and incorporating recommendations into daily practices

Looking for a long-term stable appointment

Excellent written and spoken communication skills

Strong computer skills- proficient in excel, dual screens and reporting

Good problem-solving, analytical, and team working skills

Strong attention to detail and the ability to multitask with multiple applications at one time.