Customer Support Agent / Knowledge manager in Reply.io

Customer Support Agent / Knowledge manager віддалено Weare aproduct company working inthe global market. Right now weare ateam of100+ amazing Ukrainians working 100% remotely from day 1. Wehave 4000+ customers all over the world using our platform every day. And now weare looking for aproactive individual tojoin our team asaCustomer Support Agent/ Knowledge Manager :) Inthis role, you will beresponsible for providing exceptional support toour clients through chat interactions, addressing their inquiries and concerns about our product. Additionally, you will play acrucial role increating educational content such asarticles for our Help Center and courses for our Academy toempower our clients with the knowledge they need tosucceed. You will becombining responsibilities for both roles equally: half ofyour shift will bededicated toassisting customers, and half ofit— toperforming Knowledge management activities (after your probation period isover). Also, you can learn more about the company bywatching the interview with Reply’s CEO and Founder . Requirements • 1+year ofproven experience incustomer support orclient-facing roles, with excellent communication and interpersonal skills. • Strong writing and editing skills, with the ability tocreate clear, concise, and engaging educational content. • 1+year experience with managing knowledge management systems and tools, such asHelp Center platforms and Learning Management Systems (LMS). • Ability tomanage multiple projects simultaneously and meet tight deadlines inafast-paced environment. • Analytical mindset with afocus oncontinuous improvement and data-driven decision-making. • Passion for learning and acommitment todelivering exceptional customer experiences. Responsibilities Customer Support Agent: • Engage with clients via Intercom chat (and occasional Google Meet calls) toassist them with questions, issues, and feedback related to Reply.io . • Provide timely and accurate responses toclient inquiries, ensuring ahigh level ofcustomer satisfaction according toour SLAs. • Collaborate with Technical support, Customer Success, Product managers, and Developers teams toescalate and resolve complex client issues effectively. Knowledge Manager: • Along with the Technical writer and Head ofSupport develop and curate educational content for clients, including articles, tutorials, FAQs, and user guides for our Help Center. • Design and create interactive courses and learning materials for our Academy platform toenhance clients’ product knowledge and proficiency. • Collaborate with subject matter experts and stakeholders toidentify training needs and develop targeted content toaddress them. • Implement strategies topromote self-service and empower clients tofind answers totheir questions independently. • Analyze client feedback and usage data tooptimize content effectiveness and relevance. • Curate educational materials for the Support team (template messages, conversational tags). Work inshifts (Kyiv time) Currently, our team operates inshifts from 9a.m.to2a.m. (Kyiv time), and weare eager towelcome new team member for the following shifts: • 17-01:00• 18-02:00 Weoffer • Working with the leading product ontheUS and Global market • Real opportunity for professional growth and self-improvement • Small and focused agile teams • Ability tofocus onyour tasks • Work from home orco-working space (wecover the co-working costs)• Weprovide the latest equipment and any necessary things for your comfortable work • Access tointernal business literature, training, seminars • Wecompensate the cost ofcourses/ conferences/ meetings inUkraine and abroad • Unlimited number ofsick leaves • Free professional help from acorporate psychologist inanonline format • Amazing and accessible CEO who isready tohelp • Awesome colleagues and apleasant working atmosphere • Corporate celebrations and fun activities, some ofthem unforgettable.