Ruby Labs

Mid-Level Customer Support Representative – Tickets

Ruby Labs

full-time

Posted on:

Location Type: Remote

Location: Brazil

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About the role

  • Handle the primary customer support ticket queue efficiently and professionally.
  • Address and resolve the most common customer queries quickly and effectively.
  • Manage complex or escalated customer issues and ensure proper resolution.
  • Coordinate with product, risk, or other internal teams when issues require cross-team collaboration.
  • Work towards achieving and exceeding the set Key Performance Indicators and Service Level Agreements to ensure timely and high-quality customer support.
  • Strive to reduce incoming support volume by focusing on first-contact resolution, providing comprehensive solutions, and proactively advising customers on best practices.
  • Identify and escalate issues beyond your scope to the appropriate teams or individuals.
  • Gather valuable customer feedback to help improve our products and services continuously.
  • Assist in handling billing queries quickly and efficiently.
  • Process refunds when required.

Requirements

  • A friendly demeanor with a passion for providing exceptional customer support.
  • Excellent communication and interpersonal skills.
  • Strong problem-solving abilities with a customer-focused mindset.
  • Experience handling support tickets and resolving customer issues effectively.
  • Familiarity with CRM systems and customer support tools.
  • Ability to manage complex or escalated customer cases professionally.
  • Ability to coordinate with internal teams such as product or risk when required.
  • Ability to adapt and learn quickly in a fast-paced environment.
Benefits
  • Remote Work Environment: Embrace the freedom to work from anywhere, anytime, promoting a healthy work-life balance.
  • Unlimited PTO: Enjoy unlimited paid time off to recharge and prioritize your well-being, without counting days.
  • Paid National Holidays: Celebrate and relax on national holidays with paid time off to unwind and recharge.
  • Company-provided MacBook: Experience seamless productivity with top-notch Apple MacBooks provided to all employees who need them.
  • Flexible Independent Contractor Agreement: Unlock the benefits of flexibility, autonomy, and entrepreneurial opportunities. Benefit from tax advantages, networking opportunities, reduced employment obligations, and the freedom to work from anywhere.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supportsupport ticket managementproblem-solvingfirst-contact resolutionbilling query handlingrefund processing
Soft Skills
communication skillsinterpersonal skillscustomer-focused mindsetadaptabilitycollaboration