Customer Support Specialist (WFH)

BITHUMB LABS PTE. LTD.; Penarth, High Street; Remote; GBP 18,000 - 28,000; Full time

Benefits offered by this job

Paid onboarding

Job summary

BITHUMB LABS PTE. LTD. is seeking a Customer Support Specialist to be the first point of contact for post-launch queries and maintenance requests.

No prior experience is required for the entry-level version; training will be provided to those who are patient and good at solving problems. You will handle inquiries via email, chat, and ticketing tools, log and categorize issues, troubleshoot common problems, and keep clients updated until resolution.

Qualifications

• Excellent written and spoken English.
• Patient, empathetic, and clear communication style.
• Good problem-solving and organization skills.
• Comfort learning new tools and technical concepts.
• Reliable internet connection and a quiet workspace.

Responsibilities

• Respond to client queries and requests through email, chat, and ticketing tools.
• Log, categorize, and prioritize issues and requests.
• Troubleshoot common problems and elevate technical issues to developers.
• Keep clients updated until each issue is resolved.
• Maintain a knowledge base and canned responses.
• Track response times, resolution times, and satisfaction.
• Spot recurring issues and share them with the insights and delivery teams.
• Coordinate with Client Success on at-risk accounts.

Skills

English proficiency

Problem solving

Communication

Organizational skills

Tech learning

Tools

Zendesk

Freshdesk

Intercom

Jira Service Management

Job description

About the Role

As Customer Support Specialist, you'll be the first point of contact for post-launch queries and maintenance requests. You'll make sure issues are understood, routed, and resolved quickly so clients stay confident in what we build. No prior experience is required for the entry-level version of this role. If you're patient and good at solving problems, we'll train you.

Key Responsibilities

• Respond to client queries and requests through email, chat, and ticketing tools
• Log, categorize, and prioritize issues and requests
• Troubleshoot common problems and elevate technical issues to developers
• Keep clients updated until each issue is resolved
• Maintain a knowledge base and canned responses
• Track response times, resolution times, and satisfaction
• Spot recurring issues and share them with the insights and delivery teams
• Coordinate with Client Success on at-risk accounts

Required

• Excellent written and spoken English
• Patient, empathetic, and clear communication style
• Good problem-solving and organization skills
• Comfort learning new tools and technical concepts
• Reliable internet connection and a quiet workspace
• Legally able to work in Singapore (Singapore Citizen or PR only)

Nice to Have

• Some experience in customer support, service desk, or a client-facing role (or if you have none, at least have some belief you are good at dealing with people)
• Familiarity with Zendesk, Freshdesk, Intercom, or Jira Service Management
• Basic technical knowledge of websites or apps
• Experience with SLAs and support metrics
• Experience working remotely

Skills and Qualities

patient, empathetic, resourceful, organized, calm, reliable.

Training

paid onboarding/probation of 3 months, a dedicated mentor for the first 90 days, scripts, SOPs, and a product knowledge base.

Growth

Senior Support Specialist, Client Success Manager, Support Team Lead.