Imagine supporting a freeware, cross-platform, global powerhouse that keeps over two billion people connected every single day through instant messaging, voice notes, video calls, and secure media sharing. We are building a massive, highly dynamic team of over 300 frontline experts to manage Premium Support, Customer Care, and Trust & Safety for one of the world's most essential digital spaces.
In this role, you will not just be answering tickets; you will be an essential guardian of a massive global community. If you love solving puzzles, have quick fingers, have a passion for online safety, and can navigate a complex digital landscape with absolute empathy and sharp critical thinking, this is where you belong.
What You Will Do Every Day
- Act as a Customer Expert (CE) by handling user inquiries across chats and emails.
- Deep dive into technical troubleshooting, assisting users with installation, activation errors, and account connection freezes.
- Protect the integrity of the platform by reviewing reported content, identifying phishing, spam, or malware, and maintaining the highest safety standards.
- Navigate an extensive, complex, and fast-evolving knowledge base to make advanced, real-time choices for our users.
- Bring a customer-centric attitude to every interaction, turning a frustrating user lockout into a seamless experience.
Requirements
- Linguistic Talent: Native or C1 fluency in Italian
- English Proficiency: Solid C1 level in English, as your training, internal tools, and extensive Knowledge Base are fully in English.
- Digital Savviness: Advanced PC knowledge and comfort working across multiple software tools simultaneously.
- Keyboard Speed: A typing speed of at least 25 words per minute with 85% accuracy or higher.
- Resilience & Focus: Significantly advanced written communication skills and a high level of stress tolerance to navigate busy production queues and content moderation reviews.
- Shift Flexibility: Comfort working rotational schedules. Our operation runs between 6:00 AM and 10:00 PM, including regular weekend shifts to keep the global community running smoothly.
- Clean Slate: Ability to successfully pass a mandatory background check and client-specific onboarding procedures.
Benefits
- The Athens Experience: Enjoy a world-renowned Mediterranean lifestyle in Greece, combining historic city vibes with nearby coastal escapes.
- Premium Health Coverage: Enjoy additional private health insurance specifically provided for our team members on this project.
- Career Evolution: Dive into a rigorous minimum 2-week training and nesting period fully designed to sharpen your tech and moderation skills.
- Future Flexibility: Establish your high performance during the initial 90 days on-site, opening up the possibility of transitioning into a hybrid or work-from-home setup.
- Global Network: Work alongside an international, multicultural team of hundreds of customer care and digital safety specialists.