Support Agent (freelance)

Social Discovery Group; Buenos Aires; Presencial; ARS 670.000 - 1.004.000; A tiempo parcial

Ventajas ofrecidas por este puesto de trabajo

Remote work

PST shift

Descripción de la vacante

Social Discovery Group (SDG) is seeking a freelance Support Agent to handle live chat and email, manage backlog tickets, and maintain fast response times. The role emphasizes resolving issues, escalating when needed, and following established processes across a SaaS product environment.

The ideal candidate has 2+ years in customer support, experience with ticketing systems, and strong written English, with the ability to work a 11:00 am - 7:00 pm PST shift and enjoy remote work.

Formación

• 2+ years in Customer Support or Customer Experience.
• Experience with live chat and email support.
• Experience handling high ticket volumes and backlogs.
• SaaS, tech, AI, app, or subscription-product experience preferred.
• Experience with Freshdesk, Zendesk, Intercom, or similar.
• Strong written English.

Responsabilidades

• Answer new support tickets across live chat and email.
• Work through backlog tickets, prioritizing oldest/urgent cases.
• Maintain a fast First Response Time (FRT).
• Troubleshoot and resolve customer issues.
• Escalate cases that require another team.
• Follow up on pending customer conversations.
• Keep tickets correctly tagged, assigned, and updated.
• Follow existing support processes, templates, and quality standards.

Conocimientos

Customer support

Live chat & email

High ticket handling

SaaS experience

English writing

Herramientas

Freshdesk

Zendesk

Intercom

Descripción del empleo

Social Discovery Group (SDG) is a group of social discovery companies. SDG solves the problems of loneliness, isolation, and disconnection - transforming virtual intimacy into the new normal. SDG’s products redefine the way people interact and connect with one another.

Our portfolio includes social entertainment platforms designed to connect people online across different cultures and regions of the world.

SDG invests in social discovery and IT startups around the world directly or via VC funds. Among our investments were Patreon, Open AI, Clubhouse, Coursera, Data.ai, Flo, Academia.edu, and many others.

We bring together a team of like-minded people and IT professionals who specialize in creating and developing globally impactful social discovery products. Our international team of digital nomads works remotely from all over the world.

We’re proud to be a two-time “Great Place to Work” winner (USA & Japan, 2024–2025) and a Top-5 Company for Work-From-Anywhere Jobs (FlexJobs, 2025).

We Are Looking For Support Agent (freelance)

Your main tasks will be:

• Answer new support tickets across live chat and email;
• Work through backlog tickets, prioritizing oldest/urgent cases;
• Maintain a fast First Response Time (FRT);
• Troubleshoot and resolve customer issues;
• Escalate cases that require another team;
• Follow up on pending customer conversations;
• Keep tickets correctly tagged, assigned, and updated;
• Follow existing support processes, templates, and quality standards.

We Expect From You

• 2+ years in Customer Support / Customer Experience;
• Experience with live chat + email support;
• Experience handling high ticket volumes and backlogs;
• SaaS, tech, AI, app, or subscription-product experience preferred;
• Experience with Freshdesk, Zendesk, Intercom, or similar;
• Strong written English

What Do We Offer

• 11.00 am - 7.00 pm PST shift;
• OPPORTUNITY to work REMOTELY;
• The initial pay level or pay range for this role will be shared with candidates during the recruitment process and before the commencement of employment.