Line 2 Customer Support agent

Why we need you:

In the Community, we are responsible for supporting our crafting community. Our community means the world to us, there would be no Creative Fabrica without them! Our users are extremely engaged and are at the core of everything that we do. Our goal at Community Support is to connect with our customers and designers on a deeper level, turning them into brand ambassadors while making sure we handle their questions and are as consistent, efficient, and effective as possible. 

As a 2nd Line Community agent, your primary responsibility will be handling escalated customer inquiries from L1 agents. Additionally, you will play a vital role in monitoring and reporting bugs, providing top-notch customer assistance through Facebook Direct Messages (DMs), and engaging with customers through comments on Facebook. The team also focuses on increasing user engagement on Facebook to strengthen our brand presence.

Please note: This is an on-site position in Amsterdam

Here is what you will be doing:

• Escalation Management: Handle escalated customer issues and complaints that have been escalated by the L1 agents. Investigate, troubleshoot, and resolve cases promptly while maintaining a high level of professionalism and empathy. 
• Team Support: Collaborate with the frontline support team, providing guidance and knowledge to help them handle routine queries effectively and minimize escalations. This will mainly entail answering ad-hoc requests via Slack channel. 
• Bug Monitoring and Reporting: Diligently monitor for any bugs reported by customers and promptly escalate them to the relevant departments for resolution. Maintain detailed documentation of bug reports and follow up on their resolution.
• Facebook Customer Support: Provide exceptional customer support through Facebook DMs, responding to inquiries, troubleshooting issues, and ensuring customer satisfaction with our products or services.
• Documentation: Maintain comprehensive and accurate records of escalated cases, including all communication, actions taken, and resolutions provided.
• Escalation Trend Analysis: Identify trends in customer and agent escalations, providing further feedback and recommendations for process improvements.

You need these clarifications:

• You have 1+ years of experience in Customer Support 2nd level role 
• You have excellent verbal and written English skills
• You have great communication and soft skills, allowing you to effectively de-escalate situations 
• You have analytical skills to handle complex escalations and bug-related issues 
• You are self-motivated. You can work independently, take ownership of your targets, and come up with innovative solutions
• You are a team player. You have a proven track record of working in collaboration with others, you are friendly, positive, and open
• You are flexible and adaptable as we are always evolving
• You are open to feedback and have a growth mindset

It would be nice if you have:

• Experience with social media support 
• Experience with ticketing and time-tracking software 
• Basic graphic design knowledge (experience with Canva, Adobe Illustrator, Cricut)