[Hiring] Customer Service Agent @Keen

Role Description

We’re hiring a multilingual / polyglot Customer Support Agent to support one of our high-growth global clients providing customer support in a fast-growing startup space on email, chat support, and voice/phone support.

• Support end-user customers via email, chat, phone, and service management platforms in multiple languages
• Resolve transaction issues, troubleshoot technical problems, and process online/offline refunds
• Follow standard operating procedures and utilize knowledge base articles to resolve requests efficiently
• Meet and exceed service level agreements with timely, accurate responses
• Escalate complex issues to management when necessary
• Maintain detailed case records and contribute to improving knowledge base documentation
• Analyze customer issues to identify patterns and recommend solutions
• Develop a deep understanding of products, services, and customer requirements

Qualifications

• 2+ years of customer-facing support experience (customer support, success, help desk, or technical support)
• CEFR Level: C1 or higher in English is required
• Fluent in 2 of 3 of the following (both verbal and written)
• CEFR Level: B2 or higher in French
• CEFR Level: B2 or higher in Italian
• CEFR Level: B2 or higher in Spanish
• Able to communicate clearly, professionally, and empathetically with customers in multiple languages
• Experience with service management tools like Zendesk, Jira Service Management, or ServiceNow
• Familiarity with websites, web applications, and mobile apps; API knowledge is a plus
• Excellent problem-solving, critical thinking, and analytical skills
• Ability to work independently under pressure while maintaining professionalism
• Organized, detail-oriented, and capable of managing multiple priorities
• A home office, stable home internet connection 250mbps+ and a quiet place to work from
• A true team player who collaborates well and contributes proactively

Benefits

• Fully remote work with a home internet stipend
• Real career growth opportunities — this isn’t a repetitive, dead-end support role
• Access to training, mentorship, and professional development
• Birthday leave + professional development budget
• We’re constantly evolving our benefits based on team feedback
• Competitive full time compensation
• Collaborative office space and culture
• Medical allowance
• Exposure to a fast-growing global client in the food tech space
• Many opportunities to grow within customer experience, operations, or technical support (TL, QA, and more!)
• Join a supportive, resourceful, and global team that values action, clarity, and empathy