[Hiring] Customer Support Specialist @Notte Media

Role Description

As the Customer Support Specialist, you will be the primary point of contact for our users, ensuring they have an exceptional experience across all our platforms. You will handle support inquiries, resolve technical issues, and help maintain the trust and satisfaction that our community depends on. You'll work with our support tools and admin systems to provide fast, accurate, and empathetic assistance to users and creators alike. You'll also help content creators troubleshoot any technical issues they may encounter.

Disclaimer: must be willing to work with NSFW talent and creators.

Responsibilities

• Manage daily support operations.
• Handle support tickets daily across platforms through our HelpScout system. You'll triage, prioritize, and resolve user inquiries with speed and accuracy.
• User account management: Access and review customer account history, call logs, and account details through our admin panel. When necessary, log into user accounts via proxy to troubleshoot issues and provide hands-on support.
• Platform expertise: Become an expert on all platform features and functionality to provide comprehensive support. Use our knowledge base in HelpScout to maintain consistency and accuracy in responses.
• Ticket filtering and prioritization: Efficiently filter and categorize tickets between user support (majority) and model support requests. Ensure appropriate routing and response times based on ticket type and urgency.
• Process improvement: Work with our centralized HelpScout system to identify common issues and suggest improvements to reduce support volume and enhance user experience.

Qualifications

• 1-3 years of customer support or customer service experience.
• Strong written communication skills with attention to detail.
• Experience with support ticketing systems (HelpScout experience preferred).
• Ability to troubleshoot technical issues and navigate admin panels.
• Patient, empathetic approach to customer interactions.
• Comfortable working in a fast-paced environment with high ticket volume.

Bonus Points

• Previous experience with SaaS or platform support.
• Familiarity with NSFW content industry standards and compliance.
• Experience with user account management and proxy access tools.

Benefits

• 25 days paid leave.
• Laptop / Home Office Setup Budget.
• Market Standard Pension / Holiday Allowance.