Full Remote Customer Support Specialist (English)​

COMMERCEY (http://commercey.co) is seeking a motivated and capable individual to join our fast-growing company in a dynamic, stimulating environment. This full-time role is for one of our projects, running from Monday to Friday, 9 AM to 6 PM.

This position goes beyond answering customer inquiries—you will act as a trusted advisor, proactively identifying opportunities to enhance support processes. Your expertise will shape the customer journey, contributing to the growth and success of our platform. This role requires advanced problem-solving skills, customer-focused insight, and the ability to translate technical information into actionable guidance for clients and team members.

You will receive comprehensive initial training and continuous support throughout your employment, covering our IT systems and providing a full understanding of our operations and specialization.

Team Lead Customer Care

Role Overview

As a Customer Support Specialist on the Client Experience Team (CXP), you will lead our efforts to provide exceptional support and service to clients. This role goes beyond handling customer inquiries—you will serve as a trusted advisor and proactively identify opportunities to enhance our support processes. With your expertise, you will help shape the customer experience journey, contributing to the overall growth and success of our platform.

This position requires advanced problem-solving skills, customer-focused insight, and the ability to translate technical information into actionable guidance for both clients and team members.

Key Responsibilities

• Proactive Client Support: Address and resolve both simple and complex client inquiries across our support channels (e.g., email, helpdesk) with professionalism and empathy.
• Issue Escalation and Management: Act as a primary point for escalated support cases, coordinating with Product, Engineering, and CXP teams to ensure timely resolution.
• Process Improvement: Identify patterns in support requests and recommend enhancements to streamline support processes, documentation, and customer resources.
• Reporting and Analysis: Track key support metrics and share insights with cross-functional teams, contributing to continuous improvements in customer experience.
• Knowledge Management: Regularly update and expand support documentation, FAQs, and user guides to support both clients and internal teams.

Qualifcations

Experience:

• 3–5 years in a customer support or client-facing role, ideally within a SaaS or digital learning environment, with a track record of handling complex support cases and escalations.

Skills:

• Exceptional communication skills, with the ability to simplify technical information and offer clear guidance.
• Advanced troubleshooting and problem-solving abilities.
• Strong time management and prioritization skills, with experience handling multiple high-priority issues.
• Profciency in support platforms (e.g., Freshdesk, Zendesk) and CRM systems.
• Fluency in English is required; additional languages, especially Mandarin or other major languages (e.g., Spanish, Hindi), are a plus.

Personal Attributes:

A proactive, customer-centric mindset, with a passion for making a meaningful impact. Detail-oriented and solution-driven, with a focus on continuous improvement.”

Why Join Us?

• ​ A dynamic, supportive team environment
• ​ Competitive salary
• ​ Opportunities for professional development

How to Apply:

For more details, visit:

http://commercey.co | https://pmable.co

Availability for the role is required as soon as possible. Please send your application to [email protected] or contact us at +355 68 80 00 815.