New Customer Support Specialist - 2/2 schedule - Freelance Contract

Our Support team helps our users by answering their questions and solving issues that they have. We only support our users by e-mail, so there is no need to hang on the phone for the whole day! We have two different schedules within our Support Team. This position follows a cycle of 2 active days and 2 days off, repeating continuously, including public holidays. Each active period lasts 11 hours. We are looking for an independent contractor (EU time zone) for a freelance contract. You'll be responsible for responding to user requests about the app usage in a timely and accurate way via email, escalating issues to the engineering team, identifying and analyzing user needs to provide insights to the product team, and contributing to the projects that would help to improve our current Support processes. Achieving and maintaining high answering speed and support quality results. Please note that this position is offered strictly on a freelance contractor basis, meaning you will not be eligible for any employee benefits, including but not limited to health insurance, paid leave, or other employment-related entitlements.