Customer Care Service Specialist (Remote)

Affise; Singapore; Remote; SGD 30,000 - 45,000; Full time

Job summary

A leading SaaS company is seeking a Customer Care Service Specialist to support global expansion. This remote role involves educating and nurturing customers, handling requests, and collaborating with teams to enhance customer satisfaction and success. The ideal candidate is fluent in English and Russian and has prior experience in customer support.

Benefits

Remote work environment

International and diverse team

10 unpaid business days per year

Paid sick leave

31 days of paid vacation per year

Work tools such as laptop

Qualifications

• Fluent in English and Russian (written and spoken).
• 1-2 years experience in Customer Success, Support, or similar roles.
• Strong task and time management skills with effective prioritization.

Responsibilities

• Educate, support, and nurture customers by owning their queries until resolution.
• Handle requests, collaborating with Development, Product, and Customer Success teams.
• Manage customer expectations and provide workarounds or alternative solutions.

Skills

Communication

Time Management

Teamwork

Job description

Customer Care Service Specialist (Remote)

Affise is a Performance Marketing Platform dedicated to building powerful business partnerships. Our mission is to simplify the complexities of the industry. We are a global team of over 60 professionals, backed by $8 million in Series A funding from prominent VCs and angel investors from Silicon Valley.

Our team values trust, freedom, growth, and mutual support. We foster an environment where employees can seek support, experiment freely, and take ownership of their tasks. We prioritize rapid learning and continuous self-improvement, welcoming new team members with a helpful attitude and honest smiles.

Customer Support at Affise is a customer-centric unit responsible for client adoption, satisfaction, and retention. Our team of 9 product experts and soft skills specialists strives to exceed expectations, managing issues with effective communication and managing expectations adeptly. We are currently seeking a caring and enthusiastic representative to support our global expansion and strengthen our team.

Responsibilities:

• Educate, support, and nurture customers by owning their queries until resolution.
• Handle all requests, including first-level resolution and escalations, collaborating with Development, Product, and Customer Success teams.
• Manage customer expectations, address objections, and identify root causes to provide workarounds or alternative solutions.
• Become a product knowledge keeper, digital marketing expert, and customer advocate, providing feedback on product and service.
• Support maintenance and monitoring activities to prevent system issues.
• Undergo onboarding with a dedicated mentor to learn product essentials, customer care tone, and troubleshooting approaches within the first three months.

Experience & Qualifications:

• Fluent in English and Russian (written and spoken).
• 1-2 years experience in Customer Success, Support, or similar roles, preferably with SaaS products.
• Strong task and time management skills with effective prioritization.
• Excellent communication skills adaptable to various personas.
• Team-oriented with a passion for team results.

What We Offer:

• Remote work from Belarus with official employment contract.
• International and diverse team environment.
• 10 unpaid business days per year for any reason.
• Paid sick leave and 5 sick days annually without medical confirmation.
• 31 days of paid vacation per year in Belarus.
• Work tools such as a laptop may be provided.

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