• You’ll be the frontline voice of the brand across social, helping customers in real time while keeping responses human, clear, and platform-native. • Responding to public comments with strong judgment, context awareness, and the right brand tone • Managing direct messages (DMs) and private support conversations end-to-end • Using a CRM to review customer history, track cases, and document outcomes clearly • Supporting common customer service needs including: Account and login support, Subscription, billing, refunds, and cancellations, Retention-style conversations (when appropriate), Access, download, install, or “it’s not working” troubleshooting • Providing basic product guidance and technical triage, escalating when needed • Using AI-assisted drafting tools to respond faster while ensuring every message is accurate, empathetic, and safe before sending • Following established escalation paths for high-risk issues, sensitive topics, and VIP situations • Contributing to consistent quality across shifts (tone, accuracy, decision-making)

• You’ll be the frontline voice of the brand across social, helping customers in real time while keeping responses human, clear, and platform-native. • Responding to public comments with strong judgment, context awareness, and the right brand tone • Managing direct messages (DMs) and private support conversations end-to-end • Using a CRM to review customer history, track cases, and document outcomes clearly • Supporting common customer service needs including: Account and login support, Subscription, billing, refunds, and cancellations, Retention-style conversations (when appropriate), Access, download, install, or “it’s not working” troubleshooting • Providing basic product guidance and technical triage, escalating when needed • Using AI-assisted drafting tools to respond faster while ensuring every message is accurate, empathetic, and safe before sending • Following established escalation paths for high-risk issues, sensitive topics, and VIP situations • Contributing to consistent quality across shifts (tone, accuracy, decision-making)

• Provides technical support to users for business applications • Troubleshoots issues and guides users through resolutions • Delivers standard user training and responds to frequently asked questions • Logs, tracks, and resolves basic support requests • Escalates more complex technical issues to higher-level support or development teams • Maintains accurate documentation of support interactions and resolutions

• Handling support inquiries from end customers (1st-level support) • Documenting support requests • Logging communication histories • Monitoring open issues (tickets) until final resolution