Role Description Für unser dynamisches Team suchen wir nun eine:n Customer Support Manager (m/w/d) im Home Office, um unseren Kundenservice auf das nächste Level zu heben und unsere Kund:innen auf ihrem digitalen Notarisierungsweg zu begleiten. - Erste Anlaufstelle für unsere Kund:innen per Telefon, E-Mail und Chat - Bearbeitung und Dokumentation von Kundenanfragen in unserem CRM-System - Lösungsorientierte Beratung rund um unseren digitalen Notarisierungsprozess - Enge Zusammenarbeit mit unseren Notar:innen und internen Teams zur Klärung von Fällen - Identifikation wiederkehrender Themen und aktive Mitgestaltung unserer Support-Prozesse - Pflege unserer Wissensdatenbank und FAQ-Inhalte Qualifications - Quereinsteiger:innen sind ausdrücklich willkommen – wichtiger als dein Lebenslauf ist deine Motivation, Menschen zu helfen - Erste Berufserfahrung im Customer Support, Kundenservice oder einer kundennahen Rolle von Vorteil - Sehr gute Deutschkenntnisse in Wort und Schrift, Englischkenntnisse von Vorteil - Sicherer Umgang mit digitalen Tools (CRM, Ticketing, Slack o.ä.) - Ausgeprägte Kommunikationsfähigkeit und Empathie im Kundenkontakt - Selbstständige, strukturierte und verantwortungsbewusste Arbeitsweise - Freundliches, professionelles Auftreten und echte Servicementalität Benefits - Ein flexibles Arbeitsumfeld mit der Möglichkeit, im Home Office zu arbeiten - Ein attraktives Gehalt mit Möglichkeiten zur Weiterentwicklung und entsprechenden Aufstiegschancen - Geregelte Arbeitszeiten - Unterstützung durch ein erfahrenes Team

• Pro actively working to progress referencing applications ensuring reports are generated for our customers in line with our KPI measurements. • Helping tenants to get their dream home through meeting and exceeding targets. • Professionally supporting our customers with high levels of accuracy (this is super important) with great care and diligence via phone, live chat and email.

Role Description We are seeking a professional and customer-focused Customer Service Associate to join a fast-paced and customer-centric organization. This role serves as a frontline representative responsible for delivering exceptional customer experiences by addressing inquiries, resolving issues, and providing accurate information regarding products, services, and company policies. The ideal candidate is empathetic, detail-oriented, highly organized, and comfortable handling multiple customer interactions across phone, email, chat, and virtual communication channels. This is an excellent opportunity for individuals who enjoy helping customers, solving problems, and working collaboratively within a dynamic support environment. Key Responsibilities - Respond promptly and professionally to customer inquiries via phone, email, chat, or virtual interactions - Resolve customer complaints, issues, and requests efficiently while maintaining a positive and professional attitude - Provide accurate information regarding products, services, policies, and procedures - Deliver high-quality customer experiences focused on satisfaction and retention - Accurately document customer interactions, requests, and transactions within CRM or ticketing systems - Process orders, forms, applications, and customer requests in accordance with company guidelines - Follow up with customers to ensure resolution and satisfaction - Maintain accurate and organized records of customer communications - Escalate complex or unresolved customer concerns to appropriate internal teams when necessary - Collaborate with team members to improve service quality and operational efficiency - Maintain up-to-date knowledge of company offerings, promotions, and internal system updates - Adhere to company quality standards, compliance requirements, and performance expectations Qualifications - High school diploma or equivalent required; associate degree or higher preferred - Previous experience in customer service, customer support, or client-facing roles - Excellent verbal and written communication skills - Strong problem-solving and conflict resolution abilities - Proficiency with Microsoft Office, email platforms, and CRM or customer support systems - Strong multitasking and time management skills in fast-paced environments - Professionalism, patience, empathy, and customer-first mindset - Ability to work flexible schedules, including evenings, weekends, or holidays if required - Comfortable working independently in remote environments Nice to Have - Experience with customer support platforms such as Zendesk, Salesforce, or similar CRM systems - Multilingual abilities or additional language proficiency - Previous experience in retail, ecommerce, financial services, or telecommunications - Familiarity with remote customer service tools and workflows - Customer service certifications (HDI, Customer Service Institute of America, etc.) - Experience handling escalated or complex customer situations What We’re Looking For - Strong communication and interpersonal skills - Positive attitude and solution-oriented mindset - Highly organized and detail-oriented professional - Team player with collaborative mindset - Ability to remain calm and professional under pressure - Customer-centric approach with strong accountability Benefits - Opportunity to work in a collaborative and fast-paced environment - Exposure to diverse customer service operations and industries - Remote flexibility within LATAM - Growth opportunities within customer support and operations teams - Supportive and team-oriented work culture Important Notes - Candidates must have strong communication skills and a professional customer-facing presence - Experience with CRM systems and remote customer support tools is highly valued - Flexibility with schedules may be required depending on business needs - This is a remote/telecommute position.

• Resolving daily support tickets • Being the face and voice of Pazu on multiple channels (Email, App Stores, Social Media, etc.) • Maintaining high standards of service and customer satisfaction by providing effective solutions and alternatives to players • Using our internal systems to provide support • Identifying, analyzing, and reporting trends of recurring issues and complaints to Product and R&D • Helping to achieve an optimal customer experience by proactively initiating related projects