Customer Support Agent

Sumsub; United States; Remote; USD 40,000 - 60,000; Full time

Benefits offered by this job

Remote-first culture

Flexible location

Extra time off

Personal days

Birthday holiday

Job summary

Sumsub is seeking a Customer Support Operator to engage with customers via chat, resolve issues, and document interactions. The role emphasizes empathy, clear communication, and a proactive approach to learning about Sumsub products and policies.

You will join a remote-first, globally distributed team with flexible work locations. Weekend availability is required, and candidates from multiple countries will be considered. Salaries align with local market conditions.

Qualifications

• Fluent in English.
• At least 6 months of experience in Customer Support in B2B/B2C.
• Knowledge of Zendesk, LiveChat, Slack.
• Ability to work during weekends (5 days a week).
• Excellent communication, multitasking, empathy, adaptability, time management, positive attitude.

Responsibilities

• Responding to Customer Queries: Engaging with customers who initiate chat conversations seeking assistance, information, or support.
• Problem Solving: Analyzing customer issues and providing solutions or answers according to product knowledge and policies.
• Documenting Interactions: Keeping accurate records of chat interactions and resolutions.
• Continuous Learning: Staying updated on product changes and industry trends to provide relevant help.
• Feedback and Improvement: Providing feedback to management on common issues and process improvements.
• Team Collaboration: Working with team members and supervisors on escalated issues.

Skills

Excellent communication

multitasking

empathy

adaptability

time management

positive attitude

Tools

Zendesk

LiveChat

Slack

Job description

Описание:

Sumsub is the first AI-powered trust infrastructure for compliance operations at scale. It connects identity and business verification, fraud prevention, transaction monitoring, and risk workflows, helping teams reduce manual work and enter new markets. Trusted by over 4,000 clients across financial services, crypto, mobility, trading, marketplaces, education, and iGaming, including Bybit, Bitpanda, Wirex, Avis, Vodafone, Duolingo, Kaizen Gaming, and Bancaribe. Sumsub is recognized as a Great Place To Work® in the US and rated 4.4 out of 5 on Glassdoor. Our 1,000+ people around the world back it up, too: 92% are proud to be Sumsubers, and 90% say their work is interesting and challenging. Now we are looking for a Customer Support Operator to join our team!

Задачи:

• Responding to Customer Queries: Engaging with customers who initiate chat conversations seeking assistance, information, or support. Respond promptly and professionally to their inquiries.
• Problem Solving: Analyzing customer issues and providing solutions or answers to their questions. Gaining a deep understanding of the company’s products or services to provide accurate and helpful information to customers. Listening to and empathizing with customers who have complaints, working to find resolutions that satisfy both the customer and company policies.
• Documenting Interactions: Keeping accurate records of chat interactions, including customer details, issues, and resolutions. This documentation is often used for reference and analysis.
• Continuous Learning: Staying updated on product or service changes, updates, and industry trends to provide the most relevant and accurate assistance.
• Feedback and Improvement: Providing feedback to management regarding common customer issues, suggestions for improvement, and ways to enhance the chat support process.
• Team Collaboration: Collaborating with other customer support team members, supervisors, and specialists when dealing with complex or escalated issues.

Требования:

• Fluent in English.
• At least 6 months of experience in Customer Support in B2B/B2C.
• Knowledge of Zendesk, LiveChat, Slack.
• Ability to work during weekends (still only 5 business days a week).
• Excellent communication skills, multitasking, empathy, adaptability, time management, positive attitude.

Условия:

• Remote-first, trust-based culture.
• Work from the place that works best for you.
• No mandatory office days, no attendance trackers.
• In some locations, we provide offices or coworking spaces, but the choice is yours.
• Extra time off.
• Your birthday is a holiday here.
• Add to that 10 personal days each year, seven sick days without paperwork, and extra time to enjoy Christmas and New Year.
• Time to rest is part of the deal.
• Work that matters. Our mission is to build a digital world that is secure, accessible and inclusive for everyone.
• From fighting fraud to making online services easier and safer to use, your work will have a real impact on how people experience trust online.
• Compensation. We offer fair and transparent pay, benchmarked to the market. Truly global. We work across continents and time zones, with teammates and customers from all over the world. You will run campaigns that cross borders, cultures, and languages, and see your ideas land worldwide.
• Growth built in. Clear goals, open feedback and personal development plans. We support your progress with learning opportunities and by covering role-specific events, from design conferences to marketing forums.
• Team offsites. Sometimes just Slack is not enough. That is why we meet in person a few times a year. Trips are fully covered, so you can meet, collaborate, and recharge together.
• Getting you set up. We make sure you have access to the tools and hardware you need to do your work well.
• Friendly by design. Our logo is a dog for a reason. We keep things human, open and kind. We welcome individuality, quirks and different perspectives, because that is what makes our work smarter and more fun.

The hiring stages:

TA screening -> Test Assignment -> Hiring Manager Interview

We are a global community of innovators, creators, and thinkers, and we believe that diversity fuels our innovation.

Sumsub is proud to be an equal opportunity employer, committed to building a diverse and inclusive workforce.

We welcome applications from people of all backgrounds, cultures, genders, experiences, abilities and perspectives.

Join us in shaping the future inclusively.

We believe in fair and transparent compensation. Salaries vary depending on work location and applicable local market conditions. This role is open to candidates in multiple countries, and compensation differs based based on the candidate’s confirmed work location. For this reason, a single universal salary range is not included in this job posting. The applicable work location will be confirmed early in the recruitment process, and the relevant compensation information for that location will be shared in writing, in line with local requirements.