Customer Support Associate | Ruby Labs

About us

Ruby Labs is a leading tech company that creates and operates innovative consumer products. We offer a diverse range of opportunities across the health, education, and entertainment industries. Our innovative teams are driving the future of consumer-led products, and we're always looking for passionate individuals to join us. Learn more about our story at: https://rubylabs.com/about-us/

About the role

As a Customer Support Specialist, you will handle the help desk's most frequent questions and ensure exceptional customer satisfaction. You will be crucial in meeting our departmental Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).

Key Responsibilities

• Address and resolve the most common queries efficiently and effectively.

• Work towards achieving and exceeding the set Key Performance Indicators and Service Level Agreements to ensure timely and quality customer support.

• Strive to reduce incoming 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 improve our products and services continuously.

• Assist in handling billing queries quickly and efficiently.

• Process refunds and other billing alerts.

Qualifications

• A friendly demeanor with a passion for providing exceptional customer support.

• Excellent communication and interpersonal skills.

• Strong problem-solving abilities with a friendly touch.

• Familiarity with CRM systems and support tools.

• Ability to adapt and learn quickly in a fast-paced, friendly environment.

Location

We are looking for someone located within approximately ± 4 hours of the LATAM time zones. Applicants from any country are welcome to apply as long as they can align with LATAM working hours to ensure optimal collaboration and communication.

Benefits

Discover the perks of being part of our vibrant team! We offer:

• 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.

• 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. Read more about it here: https://docs.google.com/document/d/1dHF4ctKlez75whdn-ybUwP5d5Wr0BdwVrorrm_fM40Q/preview

Be part of our fast-growing team and seize this excellent opportunity for personal and professional growth!

Interview Process

After submitting your application, we conduct a thorough review which typically takes 3 to 5 days, but may occasionally take longer due to the volume of applications received. If we see a potential fit, we proceed with the following steps:

• Recruiter Screening (40 minutes)

• Technical Interview (90 minutes)

• Final Interview (60 minutes)

Life at Ruby Labs

At Ruby Labs, we are more than a team; we're a community united in pushing the boundaries of technology and innovation. Our combined passion fuels our ambition for excellence, driving impact that resonates around the globe.

We are an equal-opportunity employer and celebrate diversity, recognizing that a diversity of thought and backgrounds builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate based on race, ethnicity, religion, color, place of birth, sex, gender identity or expression, sexual orientation, age, marital status, military service status, or disability status. Join us and be part of a company that is crafting the future of technology across multiple industries.

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