Customer Care Agent

💸 21k - 23k USD per year (or local currency equivalent) full time, contractor contract

🌎 Fully remote working!

✨ Working with globally recognisable brands in US Entertainment

💻 Working with the latest hardware, tech stack and tools

🏋️‍♀️ Access to benefits (country dependent 🌎 )

ABOUT US

Founded in 2008, we are an international team that works with incredible and globally-recognised clients all over the world, particularly in the US TV industry.

Whether it’s developing our own products, producing engaging social content en-masse, or designing and delivering services to help our clients work more efficiently, our work is varied, exciting and at the very forefront of the latest technology and trends.

Currently, we are a growing team of 175+ people, but still looking for new colleagues who make an impact and believe in the same ideas and values as we do.

If the idea of a fast-paced, dynamic role with tonnes of opportunity for change, responsibility and innovation sounds exciting to you, then read on!

RESPONSIBILITIES

What can you expect?

• Reviewing customer care queries for a US-based media brand’s social accounts, including Facebook, Instagram, Twitter, and more
• Responding to queries and providing technical support to users of a subscription-based service in a timely manner
• Monitoring and replying to app store reviews for a high-traffic app
• Referring existing technical issues, taking steps to replicate user issues, and logging new technical problems as required
• Appropriately communicating any issues or queries with the client
• Fully immersing yourself in all aspects of the client, e.g. announcements, social presence, fan culture

QUALIFICATIONS

What's important to us:

• High level of attention to detail
• Experience of working in a customer care focused role
• Experience using various social media platforms
• Excellent understanding of grammar, punctuation and written English in general
• Resilience when faced with negativity online
• Experience with content management systems
• Strong work-ethic and self-motivation
• Ability to work well within a team and balance a shared task load
• A friendly and enthusiastic demeanour

As long as you possess smarts, attention to detail and enthusiasm, please apply.

YOUR WORKING ENVIRONMENT

Embracing Future-Facing Technology

Emerging technologies like Artificial Intelligence present exciting opportunities for us—and our clients. As the world adapts, we’re committed to safely exploring the potential advantages of AI, integrating it thoughtfully into our work where possible, and one day guiding our clients through new possibilities when they’re open and ready for them. By tapping into our creativity, expertise, and collaboration, we aim to embrace its potential together. Our vision relies on people who are curious about this technology and excited to take on this challenge!

Modern Tech Stack

We use the latest tools, hardware and methodologies across our teams. We’re always on the look-out for new ways of working and ensure everyone is setup with enough hardware firepower to excel, Windows or Mac.

Agility & Openness for Ideas

We actively encourage the entire team to share their ideas, with that in mind we regularly adopt and implement suggestions across the company, you’re the specialist here!

Operating with the agility of a high growth start-up, alongside the support you can expect from a larger organisation means we encourage quick decision making and a responsive, adaptive culture.

Outstanding People

We believe that great teams are built by a mixture of personality and skills, we’re an international team with more than 175 people onboard and we’re looking for people with a passion for what they do - just be yourself!

Flexibility

We’re a remote-first company and support 100% remote working for this role. We are looking for people who can work 8:30am – 5pm PT Sunday – Thursday.

Joining us means becoming an integral part of the whole team no matter where we’re physically working, we have a number of initiatives to create a team environment regardless of geographic location.

RECRUITMENT PROCESS

First, you will receive questions to answer via a self-recorded video.

If successful, we will invite you to an interview (60 minutes via MS Teams). During the meeting, Nicola, our Chief Creative Officer, and Bekah, our Content Services Manager, will get to know you and try to understand if you’d be a good fit for the role, and at the same time answer all your questions.

And that’s it!