Customer Support Specialist, Red Points
Afternoon Shift
+ Bonus scheme
2-5 days a week in office
Digital revenue recovery platform
Be an early applicant
Digital revenue recovery platform
201-500 employees
Be an early applicant
+ Bonus scheme
2-5 days a week in office
201-500 employees
Company mission
Red Points is on a mission to make the Internet a safer place!
Role
Who you are
- High level of English both spoken and written. Excellent verbal and written communication skills
- Proficient in using customer support software, CRM systems (Jira and Salesforce) and other relevant tools
- Able to understand the company's products and services, as well as the ability to stay updated on new features and updates
- Strong analytical and problem-solving skills to diagnose and resolve customer issues efficiently. Proactive attitude towards identifying and resolving customer issues
- Acknowledge red flags and escalate them as required
- Show empathy and understanding towards customers' concerns, ensuring they feel valued and heard
- Demonstrate patience when dealing with frustrated or irate customers, and maintain a calm and composed demeanor
- Strong interpersonal skills and the ability to work well in a team
- Time management and organizational skills to prioritize and handle multiple customer inquiries simultaneously
- Adaptability to handle high-pressure situations and a fast-paced work environment
What the job involves
- As a Customer Support Specialist, you play a crucial role in ensuring our clients have a seamless and positive experience with our product
- You will be responsible for addressing customer operational inquiries, solving issues, escalating them where appropriate while seeking exceptional customer satisfaction
- This is a position in the afternoon shift to give Support to our Customers based in US time zones (Monday to Thursday 14h to 22h, Friday from 14h to 20:30h)
- Responding to customer inquiries via CRM system (Jira)
- Providing operational support according to to their inquiries and concerns
- Collaborating with the rest of the teams to escalate and resolve advanced technical issues
- Develop a deep understanding of the company's products and services. Be able to articulate product features, benefits, and usage effectively to assist customers
- Identifying and escalating emerging customer concerns or trends to improve the product and customer experience
- Communicate clearly and professionally with customers, ensuring a positive experience. Use active listening skills to understand their needs and concerns
- Gather feedback from customers and internal users and provide valuable insights to the product development team for continuous improvement
- Assisting in the creation and maintenance of self-service resources such as knowledge base articles, FAQs, and tutorials
Our take
Red Points provides a solution for protecting brands from online counterfeiting, digital piracy, and distribution fraud. Its SaaS platform removes hundreds of thousands of incidents of illegal products and content from the web monthly, across over one-hundred online marketplaces and social networks.
Red Points' approach is calculated and innovative - its proprietary technology employs machine learning algorithms which scan the internet and identify all violations and infringements. It then employs its technical and legal expertise to ensure that all infringing data is removed or de-indexed. Finally, the company provides full visibility and actionable intelligence to its clients through its real-time reporting tool.
Red Points' protection covers the entire digital spectrum and it is constantly improving its services to keep pace with the evolving landscape of digital piracy. As a result, it is the preferred brand protection partner for some of the leading global brands including Bang & Olufsen, MVMT, and DOPE. It has also seen continuous strong funding, the latest of which will be put towards achieving the goal of profitable global growth, after successfully becoming a B Corp for its work.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-6% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Apr 2019
$40.5m
May 2018
$12.8m
Total funding: $67.7m
Company benefits
- Team building activities - two team building offsites every year
- Monthly afterwork - take it easy at the office with drinks, snacks, and good conversation on the last Thursday of each month
- Free Nespresso coffee, tea, and fresh fruit
- Free private health insurance
- Subsidized gym membership
- Reduced working hours - we leave work early every Friday and every day through August
Company HQ
Sants, Barcelona, Spain
Leadership
Laura Urquizu
(CEO & President, not founder)Endeavor Entrepreneur. Founder and President of the Global LegalTech Hub, and Member of the International Women's Forum in Spain. Has been with the company since 2014.
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