Customer Support Specialist (User Support) - KL

d providing top-quality user experience.

This is an exciting opportunity to join a global operation, a rapidly expanding international team, and provide a world class support service for our users.

Responsibilities

• Deliver exceptional experience to users and help resolve issues that are escalated via different channels, including safety inquiries.
• Respond to escalated user inquiries with high quality, accuracy and speed and collaborate with different teams, being the ultimate escalation point for users.
• Identify users' needs and help them use specific safety features. Be an advocate for users and develop ways to improve the overall user experience on the platform.
• Identify and report patterns, propose solutions, and drive implementations to prevent issues from recurring.
• Escalate risky issues to responsible teams in a timely way and follow up the whole process.
• Conduct initial triage and fact identification.

Qualifications

Minimum Qualifications

• Proficient in both written and verbal English communication.
• Demonstrated ability in problem-solving and root cause analysis.
• Strong attention to detail when handling customer inquiries via chat and email.
• Experience using ticketing systems or customer service platforms (e.g., Zendesk, Freshdesk, Salesforce).
• Understanding of customer service KPIs such as CSAT, AHT, FCR, and SLA.
• Ability to prioritize tasks in a fast-paced environment with a strong focus on customer satisfaction.

Preferred Qualifications

• 1+ years of experience in a customer service or support role, preferably in a digital or tech environment.
• Familiarity with CRM tools and escalation processes.
• Track record of resolving complex customer issues with minimal supervision.
• Experience working in a KPI-driven environment with a focus on continuous improvement.
• Strong interpersonal skills and the ability to work collaboratively across teams.