Role Description Do you have a passion for technology and a dedication to outstanding customer service? As a Customer Support Associate, you’ll assist Yodeck customers, respond to their questions, and guide product usage and troubleshooting. Our Support Team provides help through an online ticketing system integrated with chat that is accessible through the app. Our new Customer Support Associate should be available to work on shifts Wednesday to Friday (10:00-18:00 or 14:00-22:00) & Saturday to Sunday (06:00-14:00 or 14:00-22:00 or 22:00-06:00) to support all Yodeck customers worldwide. 90% of inquiries come from the US, Canada, and the rest of the world. Join our team and help customers enhance their everyday lives with Yodeck's innovative solutions! Qualifications - Excellent writing and verbal communication skills in English (C1 level). - Strong attention to detail and analytical skills to diagnose issues and develop effective solutions quickly. - Ability to handle unexpected changes and customer concerns with professionalism. - A genuine desire to help customers and a commitment to providing excellent service. - Experience in customer support or technical support roles will be appreciated. Requirements - Handling incoming phone calls, messages, and emails from Yodeck customers. - Providing information and assistance on Yodeck products & features, such as billing and sales questions. - Troubleshooting basic technical issues and offering solutions to customer inquiries. - Processing warranty claims, repairs, and replacements. - Triage and prioritize tickets to resolve critical issues by working closely with customer success & tech support teams. - Offering product recommendations based on customer needs and preferences. - Maintaining high customer satisfaction through professional and courteous communication. - Available to work on shifts Wednesday to Friday (10:00-18:00 or 14:00-22:00) & Saturday to Sunday (07:00-15:00 or 15:00-23:00 or 23:00-07:00). Benefits - Competitive salary. - Company-wide bonus scheme and a great stock option plan. - Award-winning workplace, recognized as the Best Workplace. - Remote Work policy (for our Support team). - Office gym, nutritionist, and meal vouchers. - Individual training budget for professional development. - Private medical insurance plan. - Fun and collaborative start-up environment (with amazing offices!). - Flexible working arrangements. - Commuting expenses.

• Respond to customer inquiries via email, live chat, and social media messaging with professionalism, empathy, and speed. • Assist customers with order updates, shipping questions, tracking, address changes, exchanges, and product recommendations. • Manage subscriptions, cancellations, refunds, and general billing inquiries. • Coordinate with third-party logistics providers to resolve delivery issues and proactively communicate updates to customers. • Answer pre-purchase product questions to help customers make informed buying decisions. • Maintain accurate ticket documentation, tagging, and resolution to support reporting and continuous improvement. • Deliver a consistently positive customer experience that reflects the company's brand values.

• Responsible handling of customer inquiries by phone and in writing • Thorough documentation of call and correspondence outcomes • Professional and friendly customer advice • Independent work within a motivated international team

• Conduzir o relacionamento com os clientes ao longo de toda a jornada, realizando reuniões, acompanhamentos e validações com foco na execução da metodologia, evolução prática e geração de resultados. • Atuar de forma analítica e consultiva no acompanhamento de indicadores, engajamento e experiência do cliente, identificando riscos, oportunidades de melhoria e ações preventivas de retenção. • Será responsável por conduzir atendimentos reativos e proativos, realizar devolutivas claras e objetivas, apoiar onboarding, e renovação, além de atuar em tratativas sensíveis com empatia, firmeza e foco na manutenção do relacionamento. • Organização de informações, feedbacks, NPS e relatórios estratégicos, contribuindo com insights para melhorias contínuas do produto, processos, comunicação e experiência do cliente. • Apoio das entregas ao vivo, eventos e demandas operacionais relacionadas à metodologia, garantindo alinhamento completo com os padrões, processos e direcionamentos estratégicos da 4blue. • Vivência na utilização de IA na eficiência das entregas.