Our team serves as the eyes and ears of our client’s businesses and acts as the first point of contact for their customers. Our users are pivotal to our current position, their support and feedback are crucial in ensuring we continue to provide the outstanding service they deserve.

As our user base continues to grow, we want someone who’s completely focused on customer support to help make sure our standards don’t drop as we scale. Your goal in this role is to create a support experience so good our users have to tell their friends about us. This rare opportunity offers significant personal and professional development as you contribute to expanding our customer service tools, processes, and communication strategies.

You will be required to troubleshoot platform-related issues with our users and perform content moderation tasks on multiple platforms. To do well in this role you need to be able to remain calm when customers are frustrated and ideally be comfortable working on multiple platforms at the same time. Experience within Zendesk will be advantageous.

We encourage candidates of all different backgrounds and identities to apply. We believe that our team is stronger with various perspectives, and we’re eager to diversify our company further. If you have a background that you feel would make an impact at Hub Support, please consider applying. We’re committed to building an inclusive, supportive place for you to do the best work of your career.

Requirements:
We’re working hard to lead by example and are looking to hire people who can get going quickly, are interested in learning new things and are comfortable working in a changing environment. If you recognize yourself in any of the requirements, we'd love to hear from you. Please upload your CV in a PDF format so that we can easily read it or send this to people@hbspprt.com.

You have a minimum of 1 year of experience in a support-based environment or you're a Graduate.
Experience with Zendesk is advantageous.
High proficiency in English is required, with the ability to speak French considered an advantage.
You work well with structure in your day and are motivated by hitting and exceeding targets.
You’re able to work in shift patterns, and you have a high-speed internet connection and a quiet, comfortable workspace.
You’re resilient and can cope well with difficult situations.
Comfortable working in the adult niche space, can think on your feet, and use your initiative in ambiguous situations.
You’re reliable, energetic and able to prioritize effectively and see obstacles as challenges and you enjoy complex problem-solving.
Ability to multitask, prioritize, and manage time effectively in a demanding role and you relish the idea of self-learning and personal development.

Responsibilities
As your experience grows, you will assume more responsibilities within the team. We're looking for people willing to invest in the role and the team. You’ll have regular socials and team meetings, being part of an inclusive culture. You’ll have a catch-up with your manager weekly and a performance review annually, where we’ll track your progression on our QA framework.

Maintaining a positive, empathetic, and professional attitude toward customers and colleagues at all times.
Responding promptly to customer-related inquiries and moderation tasks.
Communicate with users across multiple platforms and channels.
Acknowledging and resolving customer complaints and escalating where appropriate.
Take ownership of your self-learning to ensure you maintain a high level of product knowledge and competency.
Recording and documenting customer interactions, transactions, comments, and complaints accurately and efficiently.

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