[Hiring] Customer Support Agent @Sumsub

Role Description

We are looking for a Customer Support Operator to join our team!

• Responding to Customer Queries: Engaging with customers who initiate chat conversations seeking assistance, information, or support. Respond promptly and professionally to their inquiries.
• Problem Solving: Analyzing customer issues and providing solutions or answers to their questions.
• Gaining a deep understanding of the company’s products or services to provide accurate and helpful information to customers.
• Listening to and empathizing with customers who have complaints, working to find resolutions that satisfy both the customer and company policies.
• Documenting Interactions: Keeping accurate records of chat interactions, including customer details, issues, and resolutions. This documentation is often used for reference and analysis.
• Continuous Learning: Staying updated on product or service changes, updates, and industry trends to provide the most relevant and accurate assistance.
• Feedback and Improvement: Providing feedback to management regarding common customer issues, suggestions for improvement, and ways to enhance the chat support process.
• Team Collaboration: Collaborating with other customer support team members, supervisors, and specialists when dealing with complex or escalated issues.

Qualifications

• Fluent in English.
• At least 6 months of experience in Customer Support in B2B/B2C.
• Knowledge of Zendesk, LiveChat, Slack.
• Ability to work during weekends (still only 5 business days a week).
• Excellent communication skills, multitasking, empathy, adaptability, time management, positive attitude.

Benefits

• Remote-first, trust-based culture.
• Work from the place that works best for you. No mandatory office days, no attendance trackers. In some locations, we provide offices or coworking spaces, but the choice is yours.
• Extra time off: Your birthday is a holiday here. Add to that 10 personal days each year, seven sick days without paperwork, and extra time to enjoy Christmas and New Year.
• Work that matters: Our mission is to build a digital world that is secure, accessible and inclusive for everyone.
• Compensation: We offer fair and transparent pay, benchmarked to the market.
• Truly global: We work across continents and time zones, with teammates and customers from all over the world.
• Growth built in: Clear goals, open feedback and personal development plans.
• Team offsites: We meet in person a few times a year. Trips are fully covered.
• Getting you set up: We make sure you have access to the tools and hardware you need to do your work well.
• Friendly by design: We keep things human, open and kind. We welcome individuality, quirks and different perspectives.

Company Description

Sumsub is the first AI-powered trust infrastructure for compliance operations at scale. It connects identity and business verification, fraud prevention, transaction monitoring, and risk workflows, helping teams reduce manual work and enter new markets.

• Trusted by over 4,000 clients across various sectors including financial services, crypto, mobility, trading, marketplaces, education, and iGaming.
• Recognized as a Great Place To Work® in the US and rated 4.4 out of 5 on Glassdoor.
• 92% of employees are proud to be Sumsubers, and 90% say their work is interesting and challenging.