Fiverr

Fiverr is looking for a dynamic, high-performing team player who thrives in fast-paced environments to join our Customer Support team. If you are an experienced Customer Support Professional who enjoys communicating, helping others and providing long-term solutions to your customers, then this is the role for you. Our Support team quickly adapts to customer needs to deliver a human and consultative support experience through creative problem-solving and a thorough knowledge of how Fiverr works. The ideal candidate is a proactive and solutions-focused customer support professional with at least one year of experience handling international clients via email and chat. They excel in communication, multitasking, and problem-solving, and thrive in fast-paced environments where collaboration, ownership, and continuous improvement are key. Location: This position is based in Orlando, Florida (remotely) with occasional travel to the Orlando office. What am I going to do? - Deliver independent, high-quality responses to customers via our email ticketing system and chat - Provide reliable resolutions for critical and high-impact customer issues - Take full ownership of customer concerns and follow them through to resolution - Collaborate closely with Team Leads and Shift Managers to maintain customer satisfaction - Share ideas and practical solutions to continuously improve the customer experience - Identify service-impacting trends and escalate them appropriately - Actively learn from others and grow as a customer support representative Requirements - 2+ years of customer support/service experience, primarily with a chat and email focus for a tech product with international clients - Exceptional communication and interpersonal skills, a real team-player - Service-oriented personality with a can-do attitude - Strong problem solving/troubleshooting skills - Strong ability to operate multiple applications and platforms - Commitment to excellence: willing to accept constructive feedback, and drive toward continuous improvement - Detail-oriented, capable of handling multiple responsibilities at once - AI-native mindset - Comfortable leveraging AI tools to improve efficiency, while maintaining high-quality human communication - Proficiency with data analysis in excel- an advantage - Familiarity with Zendesk, Jira and automated support/helpdesk systems Equal opportunities At Fiverr, we prioritize diversity. We celebrate difference and embed it into every aspect of our workplace and product, as well as our community. Fiverr is proud and committed to providing equal opportunity employment to all individuals regardless of race, color, religion, sex, sexual orientation, citizenship, national origin, disability, Veteran status, or any other characteristic protected by law. In addition, Fiverr will provide accommodation to individuals with disabilities or a special need.

Fiverr is looking for a dynamic, high-performing team leader who thrives in fast-paced environments to lead our Customer Support team. If you are an experienced Customer Support Professional Team Leader who enjoys communicating, helping others and providing long-term solutions to your customers, then this is the role for you. Our Support team quickly adapts to customer needs to deliver a human and consultative support experience through creative problem-solving and a thorough knowledge of how Fiverr works. Fiverr is the worlds largest freelance marketplace platform It. buyers and sellers through gigs in a massive range of more than 700 categories. Buyers can approach sellers by searching for services and clicking on various gigs, and Fiverr may automatically match sellers and buyers too. There are over 4 million customers in a 160 countries. Check us out at www.fiverr.com Location: This position is based in New Jersey (remotely) with travel to the NY office occasionally. What am I going to do? - Improve the overall customer support experience of Fiverr - Recruit, hire, coach and develop customer service agents - Analyze KPI’s and metrics to improve overall performance of team - Evaluating performance using key metrics (accuracy, adherence, call waiting times) - Monitor team performance and report on metrics - Evaluate the quality of tickets and chats, coach the team towards continuous improvement - Take ownership of customer issues and follow problems through to resolution - Set a clear mission and deploy strategies to measure success - Develop procedures, policies, and standards - Analyze statistics and compile accurate reports - Collaborate with other teams, to share customer insights, provide feedback on product features, and ensure a seamless customer experience across all touchpoints. Requirements - At least 2 years of customer support team management experience a must, with virtual experience preferred - Team player - Ability to work well with other team leaders and shift managers to achieve our goals - Excellent communication and leadership skills - Familiarity with customer support platforms and ticketing/chat systems (Zendesk and Jira) - Experience with AI tools to improve the customer experience and support processes - Experience with training and coaching team members - Developed and implemented process improvements to increase efficiency - Excellent knowledge of performance metrics - Experience with evaluating the quality of tickets and chats - Analytical and proven ability to build reports - Excellent time management skills Equal opportunities At Fiverrr we prioritize diversity. We celebrate difference and embed it into every aspect of our workplace and product, as well as our community. Fiverr is proud and committed to providing equal opportunity employment to all individuals regardless of race, color, religion, sex, sexual orientation, citizenship, national origin, disability, Veteran status, or any other characteristic protected by law. In addition, Fiverr will provide accommodation to individuals with disabilities or a special need.