Senior Customer Support Agent

About Us:

INFINNI is building the infrastructure that powers the creator economy. We're a technology company reimagining how creators work by designing powerful, modern tools that make it simple to manage, distribute, and scale their work.

The creator economy is on track to exceed $480B by 2027, yet the software powering it is fragmented and outdated. We're here to change that. Our ecosystem of productstrusted by the biggest names in the industrystreamlines content management, distribution, and monetization.

We're a global team of 150+ engineers, designers, marketers, and operators with experience at Meta, TikTok, Microsoft, N26, TIER, and WeWork. United by a shared mission: to empower creators to grow across platforms and markets by centralizing their content, sales, and operations into a single connected ecosystem.

Job Description

We are looking for a dedicated and enthusiastic Senior Customer Support Agent to join our customer service team and our going international market. In this role, you will be responsible for addressing and resolving non-technical and technical customer inquiries via chat (Intercom) related to the Infinni platform. The ideal candidate will have strong communication, a customer-centric approach, and a keen eye for detail. This role reports to the Support Team Lead and will play a crucial part in ensuring our customers receive the highest standard of service.

You'll be responsible for:

Customer Service:

• Respond promptly and professionally to customer questions through chat (Intercom).
• Provide accurate and efficient resolutions to both non-technical and technical questions regarding the Infinni platform.
• Maintain a high level of customer satisfaction by addressing issues thoroughly and courteously.
• Escalate complex issues to the appropriate teams while ensuring customers are kept informed throughout the resolution process.

Collaboration:

• Work closely with other members of the support team to share knowledge and best practices.
• Collaborate with cross-functional teams to resolve customer issues and improve the overall customer experience.
• Participate in team meetings and training sessions to stay updated on new features, tools, and processes.

Process Improvement:

• Identify recurring customer issues and suggest improvements to enhance the support process.
• Contribute to the development and updating of support documentation and resources.
• Provide feedback to the Support Team Lead on potential improvements to tools and workflows.

Ideally you'll have:

Education and Experience:

• Bachelor's degree in Business Administration, Psychology, Human Resources, Finance, or a related field is preferred.
• at least 2+ years of experience in a customer support role, preferably in a B2B SaaS environment.
• Familiarity with Intercom or similar customer support tools (e.g., Zendesk).

Skills and Competencies:

• Excellent written and verbal communication skills.
• Strong problem-solving abilities and attention to detail.
• Ability to manage multiple inquiries simultaneously in a fast-paced environment.
• High level of empathy and customer-centric mindset.

Languages:

• Fluency in English and Mandarin OR any European language is desirable.

What's in it for you:

• We are a remote first company allowing our employees to work from home or abroad
• Competitive Salary: A highly attractive compensation package.
• Professional Growth: Opportunities for career advancement and personal development in a fast-growing company.
• Inclusive Culture: Be part of a diverse and collaborative team committed to innovation and excellence.

Join us in delivering exceptional support to our Infinni platform users!

If you are passionate about customer service and looking for an opportunity to grow within a dynamic team, we encourage you to send an email to [Confidential Information] sharing your motivation to join the team.