Support Agent (Freelance, Night Shifts)

Remote; San Francisco (CA); Remoto; USD 25.000 - 39.000; Part-time

Vantaggi offerti da questo lavoro

Freelance arrangement

Remote work eligible locations

Rotating 2/2 schedule

Initial training and test shifts

Descrizione del lavoro

Remote is seeking a freelance Night Shift Support Agent to assist users of an international digital learning platform. You will handle email inquiries, troubleshoot issues, and coordinate refunds while contributing to knowledge base improvements and response templates.

The role is remote, offers a rotating 2-on/2-off night schedule from 20:00 to 06:00, and requires strong written English, 3 months to 1+ year in customer support, and the ability to work independently in a fast-paced environment.

Competenze

• English proficiency at B1+ level or above with strong written communication
• Experience in customer support, technical support, sales, or customer retention (3 months to 1+ year)
• Ability to learn digital products, troubleshoot issues, and escalate cases accurately
• Experience maintaining internal documentation and using response templates/macros
• Strong empathy and a customer-first mindset; resilient in high-volume environments
• Availability for rotating night-shift schedule

Mansioni

• Handle incoming customer inquiries primarily via email, providing clear and helpful responses
• Meet performance targets (First Response Time, Resolution Time, CSAT)
• Develop knowledge of the platform to resolve issues effectively
• Escalate bugs or issues to technical, product, or legal teams as needed
• Coordinate refund requests and process transactions
• Contribute to improving support workflows and response templates
• Maintain accurate internal documentation and participate in team discussions
• Work rotating 2-days-on, 2-days-off night shifts 20:00–06:00

Conoscenze

Written English

Empathy

Communication

Problem solving

Attention to detail

Descrizione del lavoro

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 Netherlands.

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 escalate 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 elevate 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.