Customer Care Agent

Direct Support:

• Handle inbound customer inquiries and provide clear, timely assistance via Crisp, email, and Discord.
• Assist users with website navigation, password resets, subscription management, and walk-throughs for first-time users.
• Maintain accurate records of customer interactions within Crisp by applying appropriate tags, notes, and statuses.

Community Management:

• Monitor and moderate social media and community channels, including Facebook groups, Instagram messages, Discord, Reddit, and Telegram.
• Track, categorize, and escalate complex technical issues to internal engineering and product teams.
• Collaborate with the team via Slack for project management and actively contribute to team meetings.

Escalation and Process Improvement:

• Troubleshoot basic product questions and handle Stripe billing disputes.
• Monitor customer feedback to identify recurring trends and assist in developing improved customer support policies.
• Record internal notes and ensure consistent support using Crisp features like saved replies, automations, and knowledge base links.