L1 Support Specialist (Evening Shifts)

The L1 Support Manager provides assistance to users across our ecosystem via Intercom in-app chat. This role focuses on resolving customer inquiries and creating help materials, such as articles and how-to videos, to enhance self-service support. Collaboration with Product, Sales, and Customer Success teams ensures a smooth customer experience and continuous product improvement.

In this role, you will:

• Communicate with customers via the Intercom in-app chat.

• Working evening shifts from 4 PM to 1 AM CET.

• Take ownership of customer issues and see them through to resolution.

• Escalate a problem to other internal teams as appropriate.

• Follow support processes and best practices.

• Pass on customer feedback to the Product team and provide users with updates about the upcoming features.

• Collaborate with Sales, Customer Success & PMM teams.

• Create and update how-to guides and feature overview articles for our Help Centre.

• Create short how-to videos with the description of our product and features (screenshare of the product + AI voice on the background).

• Create Playbook documentation describing processes and feature peculiarities to share knowledge with the set of the team.

• Small projects participation e.g. Product Tours creation, feature overview videos for Sales and CS, onboarding support for new customers, etc.

How we measure the success in this role:

• KPIs: # of cases resolved monthly, CSAT, SLA, NPS, # of articles written, # of videos recorded

• UVP: A reliable, efficient, and scalable frontline support function that enhances customer experience, ensures customer satisfaction and retention, reduces friction, and drives self-sufficiency.

About you:

• 1+ year of experience in customer support or customer-facing roles in tech companies.

• B2+ English proficiency.

• Strong problem-solving and technical troubleshooting skills.

• Excellent written and verbal communication skills.

• Ability to manage time effectively and prioritize tasks.

• Strong attention to detail and a customer-first mindset.

• Experience with customer service tools (e.g., Intercom, Zendesk).

• Experience with help center article creation.

• Experience with utilizing AI-based tools for personal and work-related projects.

• Experience with helping video creation is a plus.

• Ability to work independently and as part of a team.

• Basic project management skill.

https://gsz.gov.by/registration/employer/vacancy/1464329/detail-public/