Senior Customer Support Agent

Infinni; Santa Cruz de Tenerife; Remote; EUR 40,000 - 54,000; Full time

Benefits offered by this job

Remote work

Career growth

Job summary

Infinni, a remote-first tech company empowering creators, seeks a Senior Customer Support Agent for its European team. You will handle English inquiries via Intercom, ensuring clear, timely resolutions and a high standard of service.

You report to the Support Team Lead and collaborate across squads to improve the customer experience. Candidates should have a Bachelor’s degree and 2+ years in B2B SaaS support, with Intercom or Zendesk familiarity.

Qualifications

• 2+ years in a customer support role, ideally B2B SaaS.
• Experience with Intercom or Zendesk or similar tools.
• Strong written and verbal English communication.

Responsibilities

• Respond to customer inquiries via chat (Intercom) in English, both non-technical and technical.
• Escalate complex issues to appropriate teams and track progress.
• Collaborate with the team to improve processes and documentation.

Skills

Clear communication

Problem solving

Multitasking

Customer-centric

Education

Bachelor's degree in Business or related field

Tools

Intercom

Zendesk

Job description

INFINNI is building the infrastructure that powers the creator economy. We’re a technology company reimagining how creators work by designing powerful, modern tools that make it simple to manage, distribute, and scale their work.

The creator economy is on track to exceed $480B by 2027, yet the software powering it is fragmented and outdated. We’re here to change that. Our ecosystem of products—trusted by the biggest names in the industry—streamlines content management, distribution, and monetization.

We’re a global team of 150+ engineers, designers, marketers, and operators with experience at Meta, TikTok, Microsoft, N26, TIER, and WeWork. United by a shared mission: to empower creators to grow across platforms and markets by centralizing their content, sales, and operations into a single connected ecosystem.

Job Description

We are looking for a dedicated and enthusiastic Senior Customer Support Agent to join our European customer service team and our going international market. In this role, you will be responsible for addressing and resolving non-technical and technical customer inquiries in English via chat (Intercom) related to the Infinni platform. The ideal candidate will have strong communication, a customer-centric approach, and a keen eye for detail. This role reports to the Support Team Lead and will play a crucial part in ensuring our customers receive the highest standard of service.

You’ll be responsible for:

Customer Service:

• Respond promptly and professionally to customer questions through chat (Intercom).
• Provide accurate and efficient resolutions to both non-technical and technical questions regarding the Infinni platform.
• Maintain a high level of customer satisfaction by addressing issues thoroughly and courteously.
• Escalate complex issues to the appropriate teams while ensuring customers are kept informed throughout the resolution process.
• Work closely with other members of the support team to share knowledge and best practices.
• Collaborate with cross-functional teams to resolve customer issues and improve the overall customer experience.
• Participate in team meetings and training sessions to stay updated on new features, tools, and processes.

Process Improvement:

• Identify recurring customer issues and suggest improvements to enhance the support process.
• Contribute to the development and updating of support documentation and resources.
• Provide feedback to the Support Team Lead on potential improvements to tools and workflows.

Ideally you’ll have:

Education and Experience:

• Bachelor's degree in Business Administration, Psychology, Human Resources, Finance, or a related field is preferred.
• at least 2+ years of experience in a customer support role, preferably in a B2B SaaS environment.
• Familiarity with Intercom or similar customer support tools (e.g., Zendesk).

Skills and Competencies:

• Excellent written and verbal communication skills.
• Strong problem-solving abilities and attention to detail.
• Ability to manage multiple inquiries simultaneously in a fast-paced environment.
• High level of empathy and customer-centric mindset.

Languages:

• Fluency in English and French; German OR Spanish is also a plus.

What’s in it for you:

• We are a remote first company allowing our employees to work from home or abroad, please note that the role is only open to candidates based in the Canary Islands.
• Competitive Salary: A highly attractive compensation package.
• Professional Growth: Opportunities for career advancement and personal development in a fast-growing company.
• Inclusive Culture: Be part of a diverse and collaborative team committed to innovation and excellence.