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Support Agent (freelance)

Social Discovery Group

Role overview

Qualifications

  • 2+ years in Customer Support / Customer Experience
  • Experience with live chat + email support
  • Experience handling high ticket volumes and backlogs
  • SaaS, tech, AI, app, or subscription-product experience preferred

Responsibilities

  • Answer new support tickets across live chat and email
  • Work through backlog tickets, prioritizing oldest/urgent cases
  • Maintain a fast First Response Time (FRT)
  • Troubleshoot and resolve customer issues

About the company

Social Discovery Group logo

Social Discovery Group

Online Dating & Matchmaking Platforms

Social Discovery Group is a global technology company that builds the future of social discovery apps at the intersection of dating, social, and entertainment. Our portfolio includes 60+ platforms with a focus on AI, game mechanics, and video streaming. We actively support and invest in social discovery startups worldwide through our CVC fund. More than 500 million people across 150 different countries enjoy our products. We strive to have 10 times as many. Our international team of 1,200 professionals and digital nomads works all over the world. Together we are solving the prevalent problem of loneliness and shaping Social Life 3.0 — a new digital reality where people will be able to fulfill their needs for communication and attention from other people and artificial life forms. 🎉 In August 2024 we achieved Great Place to Work US Certification™! This achievement reflects our core belief that a truly exceptional workplace is built on trust, pride, and camaraderie—not just great perks. Your opportunities with SDGroup: ➔Join to work alongside other inspired and creative minds. We employ international professionals with a background in launching global products ➔Grow as an expert. We have a mentoring system and an internal IT community of professionals one can learn a lot. ➔Become a Digital Nomad. We believe that digital nomads are the pioneers of our time, ready to change the world and change themselves. ➔Create your own product. For more than 20 years we have been creating premium international online services in global dating, and within our own venture studio we are launching new projects in the entertainment, social games, and streaming segments. You will have the opportunity to create innovative products. We bring together a team of like-minded people and IT professionals specializing in the creation and development of globally impactful social discovery products We are the refugee friendly company.

Company details

Company typeSME
IndustryOnline Dating & Matchmaking Platforms
Company size1001 - 5000

Links

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Job description

Social Discovery Group (SDG) is a group of social discovery companies. SDG solves the problems of loneliness, isolation, and disconnection - transforming virtual intimacy into the new normal. SDG’s products redefine the way people interact and connect with one another.

Our portfolio includes social entertainment platforms designed to connect people online across different cultures and regions of the world.

SDG invests in social discovery and IT startups around the world directly or via VC funds. Among our investments were Patreon, Open AI, Clubhouse, Coursera, Data.ai, Flo, Academia.edu, and many others.

We bring together a team of like-minded people and IT professionals who specialize in creating and developing globally impactful social discovery products. Our international team of digital nomads works remotely from all over the world.

We’re proud to be a two-time “Great Place to Work” winner (USA & Japan, 2024–2025) and a Top-5 Company for Work-From-Anywhere Jobs (FlexJobs, 2025).

We are looking for Support Agent (freelance):

Your main tasks will be:

  • Answer new support tickets across live chat and email;
  • Work through backlog tickets, prioritizing oldest/urgent cases;
  • Maintain a fast First Response Time (FRT);
  • Troubleshoot and resolve customer issues;
  • Escalate cases that require another team;
  • Follow up on pending customer conversations;
  • Keep tickets correctly tagged, assigned, and updated;
  • Follow existing support processes, templates, and quality standards.

We expect from you:

  • 2+ years in Customer Support / Customer Experience;
  • Experience with live chat + email support;
  • Experience handling high ticket volumes and backlogs;
  • SaaS, tech, AI, app, or subscription-product experience preferred;
  • Experience with Freshdesk, Zendesk, Intercom, or similar;
  • Strong written English

What do we offer:

  • 11.00 am - 7.00 pm PST shift;
  • OPPORTUNITY to work REMOTELY;
  • The initial pay level or pay range for this role will be shared with candidates during the recruitment process and before the commencement of employment.

Sounds good? Join us now!

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MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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