Customer Support Representative

PA 2 Assist Ltd.; Remote; GBP 20,000 - 30,000; Full time

Job summary

A technology support company in the UK seeks a customer-oriented individual to enhance user experience through empathetic communication and guidance. You will respond to user inquiries, assist with account management, and advocate for user needs. The ideal candidate has over 1 year of experience in customer-facing roles and excels in a remote work environment. Flexibility, patience, and strong communication skills are essential for this role.

Qualifications

• 1+ years of experience in a customer-facing role such as Support or Community Management.
• Experience in a remote environment is a plus.

Responsibilities

• Respond to user inquiries with warmth and personalization.
• Guide users through account setup and audio model generation.
• Spot trends in user questions and share insights with the product team.

Skills

High Emotional Intelligence (EQ)

Clear and concise writing

Strong listening skills

Patience

Organizational skills

Job description

JOB DETAILS

What You’ll Do

Deliver Exceptional Care

• Respond to user inquiries via email and chat with warmth, personalization, and speed.
• Go above and beyond to turn confused or frustrated users into relieved and happy ones.
• Manage user expectations transparently regarding what our AI technology can and cannot do.

Guide & Onboard

• Walk less tech‑savvy users through the process of creating an account, uploading audio files, and generating voice models.
• Act as a knowledgeable guide, helping users select the best audio samples to get the highest quality results.
• Assist with account management tasks, including subscription changes, billing questions, and refunds.

Advocate for the User

• Spot trends in user questions to identify where our product might be confusing.
• Share user stories (both struggles and successes) with the product team to ensure we are building features that actually help people.
• Update our Help Center articles to ensure they answer the questions real people are asking.

Who You Are

Deeply Empathetic

• You have high Emotional Intelligence (EQ). You know how to read the tone of an email and respond appropriately—whether the user is excited, skeptical, or grieving.
• You are patient. You don’t mind explaining the same concept three times if it helps a user succeed.

A Natural Communicator

• You write clearly and concisely, but with personality. You avoid robotic “corporate speak.”
• You are a great listener. You seek to understand the why behind a user’s problem, not just the what.

Remote-Ready

• Highly organized and able to manage priorities independently in a remote environment.

Experience

• 1+ years of experience in a customer‑facing role (Support, Hospitality, Success, or Community Management).
• Experience working in a remote environment is a plus.

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!