Middle Customer Support Agent (Fashion Tech) in SKELAR

Hello everyone!

We are a Fashion-tech startup at the stage of active scale and are currently gathering a stellar team of supporters to build in-house support from scratch. We are looking for someone who likes a fast pace, listens to the user and keeps metrics under control. Quick decisions, a lot of responsibility and room for initiatives await you. If you know how to bring order in chaos, quickly understand cases and explain complex things in simple words - then this is a match!

Do you want to grow in a team that is just being formed? Fly into this adventure - write, we will tell you the details.

SKELAR is a venture builder that builds international product IT companies according to the rules of the world of venture investments. Together with our co-founders, we assemble strong teams to launch product IT businesses and win in global markets.

Dressly is building a leader in the fashion industry, helping people find their style, feel confident and bold, and we're already showing stable growth.

We are currently building our own in-house support and are looking for a Middle Customer Experience Agent.

What are the challenges? expect:
—To be the voice and face of Dressly for users, answering customer inquiries via email and chats, in the future via phone calls. Work a flexible schedule (including night shifts) and meet KPIs;
— Keep the knowledge base in excellent condition — update, optimize and create new materials that make the complex simple;
— Improve support processes: from small changes in macros to testing and launching new tools and flows;
— Dive deeper into the product than anyone else: quickly master all support flows, find weak points and to help make the service even more convenient and efficient;

What is important to us:
—6+ months of experience in Customer Support, preferably in product IT and Billing Support;
—Fluent English (B2+) — comfortable written and verbal communication with users around the world;
— Attention to detail when gathering information to escalate complex requests to the appropriate teams (technical support, billing, product department);
— Empathy and customer focus — even in difficult situations you leave the user with a positive experience;
— Seamsgood adaptability — you perceive new flows, tools or processes as a challenge, not as an obstacle.

Desirable, but not necessary:
—Knowledge of Zendesk (or other help platform desk — from working with tickets to setting up macros, triggers, tags, analytics and knowledge base;
— Understanding key support metrics: First Response Time, Resolution Time, CSAT, Refund Rate — being able to influence them through your work.

What an opportunity this is for you:
—Enter a fast-growing product startup at the scaling stage;
— Have a real influence on the process from the first weeks;
— Work remotely with flexible shifts;
— Receive regular performance reviews, transparent feedback and space for initiatives.

In addition to businesses, we develop the SKELAR foundation - a charitable foundation created by the company's employees. Within the initiative, we create and finance projects that contribute to overcoming the consequences of the war and rebuilding Ukraine.

SKELAR is an environment for the self-realization of people who are able to create successful companies. We call such companies the next big everything. We believe in their power and scale. we plan to further develop tech businesses, conquer global markets and work for the victory of Ukraine

Let's build the next big everything together!