Customer Support Agent at Social Discovery Group

Position Title: Remote Customer Support Agent

Place: DO

The Social Discovery Group is the largest conglomerate of social discovery businesses, encompassing over 50 brands. With a history of over two decades, our primary focus has been on developing high-quality global dating services and social discovery applications that utilize video streaming, AI technologies, and incorporate elements of entertainment and gaming.

Our diverse range of products includes Dating.com, Cupid Media, Dil Mil, and numerous others. These products have already gained a user base of more than 500 million individuals in 150 countries across the globe.

We at SDG are dedicated to supporting social discovery technology startups across the globe. Our portfolio includes a diverse range of companies such as Open AI, Patreon, Flo, Wildly, RAW, EVA AI, Clubhouse, Magnet, Tubit, Woebot, BamBam, Flure, Astry, Coursera, Academia, Harbour, Space, Auto1, DocSend, AppAnnie, Rapyd, Boom Supersonic, Trading, View, K-Health, and numerous others.

The issue of loneliness, isolation, and disconnection is tackled through the use of digital reality.

Our team of digital nomads, consisting of over 800 professionals, operates globally. Comprised of individuals who share similar goals and expertise, we tackle ambitious daily challenges and produce products that have a global reach. Our emphasis is on achieving outcomes, taking a proactive approach, and continuously seeking out fresh and innovative ideas.

Our digital nomad teams reside and operate remotely in various locations such as Cyprus, Malta, the USA, Thailand, Indonesia, Hong Kong, Australia, Poland, Israel, T urkiye, Latvia, and many more.

We are seeking a Customer Support Agent.

Qualifications:

Do you possess the qualifications of an ideal candidate? Find out here!

Being proficient in English ( Japanese, Spanish, Chinese) would be considered an advantage)
Having experience dealing with international clients
Possessing fast typing abilities in English (and
Being a quick learner and able to absorb large amounts of information
Having the ability to analyze people psychologically and be empathetic towards their emotions
Being able to skillfully navigate through challenging situations and adjust to changing circumstances
Being able to come up with professional solutions for complex cases
Having a strong resistance to stress, being energetic, and always being ready to take initiative
Possessing a ‘can-do’ attitude and believing that ‘everything is achievable’
Having the ability to provide exceptional quality service.

What exactly does this role entail?

Providing consultation to our clients regarding any inquiries pertaining to our websites
Responding to customer requests promptly, efficiently and with effectiveness
Addressing and resolving all customer concerns in order to maintain customer loyalty
Seizing any chance to promote our websites to our customers
Ensuring a consistent level of service excellence.

What is being provided?

Work schedule of 8AM – 5PM AST (UTC -4) with days off on Tuesdays and Wednesdays
Remote work from the comfort of one’s own home
Incentives for loyalty, referrals, and exceptional achievements
Paid time off for vacation, sick leave, and 7 additional wellness days per year
Opportunity for professional growth in the field of international customer service
Participation in informative seminars on the latest developments in Art & Technology
Internal reward system with bonuses from colleagues that can be exchanged for time off, merchandise, team building activities, or massage certificates
Health benefits including reimbursement of up to $1000 gross per year for health insurance or medical fees for employees and their family members
Reimbursement of 50% of education costs for children (kindergarten or school) up to $1000 gross per year per child
Reimbursement of workplace expenses up to $1000 gross every 3 years, including co-working room rental and equipment for a home office (desk, chair, internet, etc.)

FAQs

What are the main duties of a Customer Support Agent?

As a Customer Support Agent at Social Discovery Group, your primary responsibilities are to assist customers with questions and concerns about the company’s social media management services. This includes responding to customer inquiries via phone, email and live chat, providing product information and resolving any issues in a timely manner.

You will also be required to document all customer interactions and escalate more complex issues to senior support staff when needed. Excellent communication and problem-solving skills are essential for this role.

What are the working hours?

Customer Support Agents typically work standard business hours from Monday to Friday. However, some evening and weekend work may be required to provide coverage during peak times.

Flexible working options are offered, and you will have the opportunity to choose shifts that suit your own schedule. Our support teams operate on a follow-the-sun model, so you may be required to start early or finish later depending on your location.

What training is provided?

All new Customer Support Agents go through a comprehensive 4-week training program to learn about Social Discovery Group’s products, services and support processes. You will receive both technical and soft skills training to set you up for success in your role.

Ongoing training is also provided through online courses, webinars and coaching. There are many opportunities for career progression within the support team.

What are the benefits and perks?

Social Discovery Group offers an attractive benefits package including health insurance, paid time off, retirement plans and an employee assistance program. Additional perks include generous product discounts, commuter benefits, paid volunteer days and an annual company retreat.

The company also provides resources and support for professional development so you can continue enhancing your skills and advancing your career.