Customer Care Service Specialist (Remote)

Affise is a Performance Marketing Platform for building powerful business partnerships. Our mission is to solve the complexity of this industry.

We’re a global company of over 100 professionals. Recently, Affise has secured $8 million in Series A from VCs with several unicorns in a portfolio and well-known angel investors from Silicon Valley.

We’re a team of high-class professionals who share the values of trust, freedom, growth, and mutual support. Our employees can trust us with support and help wherever they need it.

We offer flexible working hours and no time-control system to our teammates based in over 30 countries. We encourage our team members to experiment freely and take ownership of their tasks.

We’re constantly aiming to advance as individuals and as a company. We value people who learn rapidly and always seek to improve themselves. We welcome new Affise family members with a helpful attitude and honest smiles.

Customer Support in Affise is the support-driven and customer-centric service unit that is responsible for clients’ adoption, satisfaction, and retention. Our operations are redistributed between the three functional teams while the most recognizable and public is the frontline Customer Care team.

Customer Care is a group of 12 keen product experts and soft skills masters who strive to exceed self and customers’ expectations. Here we know that an issue always has a workaround and managing expectations is a must for effective communication. Currently, we’re looking for the same caring and enthusiastic rep as we are to support the global expansion and strengthen the team.

Responsibilities:

• Educating, supporting, and nurturing the customers through owning their queries and communications until they’re solved.
• Taking ownership of all the requests, assuming: first-level resolution, higher-level escalations, and collaboration with the Development, Product and Customer Success teams.
• Managing customers' expectations, handling objections or concerns in order to identify their root cause, provide the workaround or alternative solutions.
• Becoming the product knowledge keeper, digital marketing expert, and the customer's attorney. You’ll be the source of advisory and authority for the whole Affise in what concerns product and service feedback.
• Supporting maintenance and product monitoring activities to ensure there are no system break-ups.
• Within your first three months in Affise, you’ll be onboarded and encouraged by the dedicated mentor to learn the product and market essentials, Affise Customer Care tone of voice, problem-solving, and troubleshooting approaches.

Experience & Qualifications:

• Fluent in written and spoken English & Russian are mandatory for the role.
• 1-2 years experience in Customer Success, Customer Support, Customer service, or other similar roles, preferably with SaaS product(s)
• You have task and time management skills along with the ability to prioritize effectively.
• You have strong communication skills and the talent to adapt and respond to the different types of personas and characters.
• You’re a team player and you’re passionate about the team’s results.

What we offer:

• Remote work from Belarus with the official employment contract.
• Opportunity to play a pivotal role in a fast-growing company.
• Dynamic and diverse international team.
• Regular team events and networking opportunities.
• 10 business days per year of unpaid time off for any reason.
• Paid sick leaves and 5 sick days per year without medical confirmation.
• 31 calendar days of paid vacation per year.
• A laptop for efficient work can be provided.
• Eligibility for any additional privileges that Affise might provide in the future.

Join Affise!