Support Agent (Freelance, Night Shifts)

Jobgether; Schweiz; Remote; CHF 34,000 - 44,000; Part time

Benefits offered by this job

Freelance working arrangement

Remote work within eligible locations

2/2 night shift schedule

Job summary

Jobgether is seeking a freelance Support Agent (Night Shifts) based in Switzerland to assist users of an international digital learning platform. The role is remote, primarily handling email inquiries, and involves troubleshooting, payment-related requests, and collaboration with internal teams.

You will work a rotating 2-days-on, 2-days-off night schedule from 20:00 to 06:00, delivering empathetic and efficient support while contributing to process improvements and documentation.

Qualifications

• English proficiency at B1+ level or above for written customer communication via email.
• 3 months to 1+ year of experience in customer support, technical support, sales, or customer retention.
• Ability to learn digital products, troubleshoot issues, and support cases accurately.
• Experience maintaining internal documentation and working with response templates/macros.
• Strong empathy with a customer-first mindset and ability to stay professional under pressure.
• Resilience to handle high volumes while remaining calm and polite.
• Flexibility to adapt to evolving processes and new tools in a fast-paced environment.
• Attention to detail when documenting issues and preparing escalations.
• Receptive to constructive feedback and able to suggest improvements.

Responsibilities

• Handle incoming customer inquiries via email from users worldwide with clear, accurate responses.
• Meet individual and team performance targets (First Response Time, Resolution Time, CSAT).
• Develop knowledge of the platform to resolve issues effectively.
• Elevate bugs or issues to technical, product, or legal teams as needed.
• Coordinate refund requests and process transactions in payment systems.
• Help test and implement new support tools and improve response templates.
• Maintain accurate internal documentation and participate in team discussions.
• Work a rotating 2-on/2-off schedule, covering the night shift 20:00–06:00.

Skills

Email support

Technical troubleshooting

English (B1+)

Customer oriented

Documentation

Tools

CRM tools

Job description

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Support Agent (Freelance, Night Shifts) based in Switzerland.

We are looking for a customer-focused Support Agent to provide reliable, high-quality assistance to users of an international digital learning platform.
Working remotely on a freelance basis, you will handle incoming customer inquiries primarily through email.
You will help users navigate the platform, resolve issues, and enjoy a smooth experience with its cognitive training tools and educational content.
The role combines customer communication, technical troubleshooting, payment-related requests, and collaboration with internal teams.
You will also contribute to improving support processes, documentation, and response templates.
This position is suited to someone who is comfortable working independently in a fast-paced digital environment.
The schedule follows a rotating night-shift pattern to ensure continuous customer support.

Accountabilities

In this role, you will be responsible for delivering responsive and empathetic customer assistance while helping maintain efficient support operations. Your main responsibilities will include:

• Handle incoming customer inquiries from users worldwide, primarily through email, providing clear, accurate, and helpful responses.

• Meet individual and team performance targets, including First Response Time, Resolution Time, and Customer Satisfaction (CSAT).

• Develop strong knowledge of the platform, its features, and internal support processes to resolve customer issues effectively.

• Gather relevant information on complex cases and elevate bug reports or other issues to the appropriate technical, product, or legal teams.

• Coordinate refund requests and process transactions through relevant payment systems.

• Identify opportunities to improve customer service workflows, contribute to the creation and refinement of response templates, and help test and implement new support tools.

• Maintain accurate internal documentation and participate in regular one-to-one meetings and team discussions.

• Work a rotating 2-days-on, 2-days-off schedule, covering night shifts from 20:00 to 06:00.

Requirements

The ideal candidate has an initial background in customer-facing support or sales, strong written English, and the ability to handle customer requests with professionalism and attention to detail. You should also demonstrate the following:

• English proficiency at B1+ level or above, with strong written communication skills for handling customer inquiries by email.

• At least 3 months to 1+ year of experience in customer support, technical support, sales (particularly for English-speaking markets), or customer retention.

• Good technical aptitude and the ability to learn digital products, troubleshoot issues, gather relevant information, and support cases accurately.

• Experience maintaining internal documentation and working with response templates or macros.

• Strong empathy and a customer-first mindset, with the ability to remain helpful and professional in difficult or sensitive situations.

• Resilience and the ability to manage a high volume of requests while remaining calm and polite.

• Adaptability and flexibility when working with evolving processes, new tools, and changing priorities in a fast-paced environment.

• Excellent attention to detail, particularly when documenting customer issues and preparing escalations.

• Openness to constructive feedback and the ability to communicate suggestions to colleagues and team leads.

• Availability to work the required rotating night-shift schedule.

Benefits

• Freelance working arrangement.

• Remote work within the eligible locations.

• A rotating 2/2 schedule, with night shifts from 20:00 to 06:00.

• Initial training lasting two days, followed by two test shifts.

• Opportunities to develop customer support, troubleshooting, and digital product expertise.

• Exposure to an international user base and collaboration with cross-functional teams.