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Customer Support Agent (Remote)

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Remote | CET timezone

We are looking for a proactive customer support agent who can take full ownership of the end-to-end customer experience across email, chat, and phone channels. Drive an effortless user journey by applying expert product knowledge and a friendly approach, ensuring every user interaction is a win!

Who We Are

CAKE.com is a unicorn product-based company with a global presence in North America (USA), Europe (primarily in the Balkans), and Asia (Philippines).

We build products that powers millions worldwide, including:

Clockify - The world's #1 time tracker, trusted by companies like Hewlett-Packard Enterprise, American Express, Amazon and many more.

Pumble - The all-in-one team communication app.

Plaky - A task management software for simple & visual project planning.

What You''ll Do

Impact the Product and the Team, Not Just the Inbox. You will be a Product Advocate and Detective, serving as the primary bridge between our users and our Product and Development teams.

Own the users' requests: Provide fast, friendly, and effortless support primarily via email, calls, chat, or social media interactions from start to finish!
Go beyond the basics: Guide users through advanced diagnostic and troubleshooting processes, using tools like Console/Network in Dev Tools.
Creative Problem Solving: Offer creative workarounds when a user asks for a feature we don''t have.
Be the eyes and ears: Collect detailed user use cases and ideas, translating them into well-documented product feature enhancement suggestions.
Define the issue: Create precise, detailed bug reports for our engineers.
Know Everything: Strive to become an absolute expert in every feature, workflow, and known quirk of our apps.
Build the library: Create and maintain internal knowledge base articles and training materials.
Keep it fresh: Update external documentation based on user pain points and new feature releases.
Willing learner: Always curious, eager to learn, and committed to improving.

Must-Haves

1+ years of experience in a customer-facing role.
Perfect English, both written and spoken (native or near-native level).
Clear and easy-to-understand writing ("Explain Like I''m Five" style).
Advanced tech skills: Highly skilled in website troubleshooting, familiar with web-based applications, basic knowledge of operating systems, and mobile applications.
Ability to think beyond clearing cache and cookies to troubleshoot specific reported issues.
Creative problem-solver with a "Here's how you can..." attitude.
Communicative and empathetic, ready to go above and beyond.
Thrives in a team setting and has a collaborative mindset.
Willingness to jump on a screen share call with users when necessary.
Familiar with Ticketing Systems.
Fluent in Ex-Yu languages (Serbian, Bosnian, Croatian, Montenegrin).
Residency in Serbia.

Nice-To-Haves

Experience in the SaaS industry.
1+ years of experience in a CX role, handling tickets via email, chat, and calls.
Familiarity with tools like Zendesk Support, JIRA, API concepts, SSO, or payment platforms (Stripe, Xero etc.).
A Love for Logic: You enjoy solving puzzles and have a solid grasp of basic math and logical principles.

Good-To-Know

Your First 90 Days

Onboard & Learn (0-30 days)

Your goal: Expert status on the basics!
Complete onboarding and fully internalize team values.
Dive into all training to master every feature and workflow across the CAKE.com ecosystem..
Pass all assessments to prove product readiness.

Shadow & Grow (31-90 days)

Your goal: Independent ticket resolution & quality!
Connect with customers and start tackling real tickets.
Work closely with your Shadow Mentor for 30 days; be proactive and take ownership of your learning.
Begin receiving QA feedback to refine tone, speed, and accuracy.

Own and impact (90+ days)

Your goal: Lead your path & drive impact!
Work towards confidently handling all case types!
Ensure KPIs are consistently met and exceeded.
Lead your 1:1 sessions and actively map out your personal development path.
Contribute user insights to influence the direction of the apps.

Working Hours and Shift System

This role is essential to our 24/7 continuous Global operation, with all schedules based on the Central European Time. You will cover the daytime shifts as part of our team in Serbia.

Work Shifts

7/8 AM to 3/4 PM CET
3/4 PM to 11/12 AM CET

Weekend Rotation: You will be scheduled for weekend work approximately once per month. During your scheduled weekend rotation, your working days will be Monday, Tuesday, Saturday, and Sunday. Wednesday, Thursday, and Friday will serve as your rest days.

We believe your time outside of work should be your own. Your full monthly roster is ready and sent out every 15th of the month, and we stick to it! We keep changes to an absolute minimum - only moving things if there''s a serious operational need, an emergency, or someone calls in sick.

Bonus Payment Schedule:

Eligibility for the bonus begins after you complete your first month of employment and finish training.

Note: The earned monthly bonus is paid out with a two-month delay. For instance, the bonus you achieve in March will be paid directly with your regular salary in May.

Life at CAKE.com

Innovative Environment - Work with top tech talent on cutting-edge products.
Work-Life Balance - A supportive, healthy, and transparent work culture that encourages innovation and growth.
B2B contractor model and generous leave credits - 22 vacation days + 10 sick days yearly.
Continuous Learning - In-house learning programs, tech lectures, knowledge sharing.
Remote Work Set-up - Enjoy the flexibility of working from home with a provided laptop equipment to support your work.

Join us now!

CAKE.com - Simplifying Work One Piece at a Time!

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Remote

Skills:
Application Programming Interface (API), Atlassian JIRA, Customer Experience, Customer Relations, Customer Support/Service, Customer/Client Research, Debugging Skills, Ecosystems, English Language, Hewlett-Packard Product Family, Identify Issues, International Operations, Internet Application, Knowledge Base, Mathematics, Mentoring, Mobile Applications, Operating Systems, Performance Metrics, Problem Solving Skills, Product Development, Project Planning, Quality Assurance, Single Sign-On (SSO), Social Media, Telephone Skills, Unicorn Library Management System, User Interface/Experience (UI/UX), ZenDesk

Cake.com Inc

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