Support Agent B2B
Assist business customers by providing information and finding solutions, explaining complex product details clearly, meeting KPI metrics, collaborating with internal teams, creating feature requests and documenting customer pain points, and maintaining knowledge base, FAQ, Help Center, and self-help resources.
Responsibilities
- Provide information support to business customers and find solutions.
- Explain complex topics in simple language without distorting their meaning.
- Become an expert in the product and meet KPI metrics.
- Collaborate with development, product, and other internal teams to resolve complex customer issues.
- Create feature requests and document customer pain points based on business-customer interactions.
- Develop and maintain knowledge bases, FAQs, Help Center articles, and other self-help resources.
Requirements
- At least 1 year of B2B customer service experience.
- Strong written communication skills for customer chats and internal documentation.
- Understanding of financial services, trading, cryptocurrency, and payment instruments.
- Analytical mindset and ability to use support data to improve processes and documentation.
- Attention to detail when handling financial or transactional queries.
- Ability to explain technical concepts in simple language.
- Ability to quickly understand complex topics and process large amounts of information.
- Strong ownership, responsibility, teamwork, and communication skills.
- Fluency in English and Russian.
Benefits
- Remote work
- MacBook for work
- Flexible holiday schedule
- Quarterly performance-based bonus after probation
- Professional growth opportunities
- Opportunity to grow in any direction within the company
- Small team of highly skilled professionals