Description

We're Creative Fabrica, a fast-scaling tech start-up from Amsterdam. Our missionEnable creativity by giving access to everything related to the creative process: inspiration, learning, creating, and sharing. The ‘Creative Inspiration Flywheel’ This creates a self-sustaining community that lives within the Creative Fabrica ecosystem. About the platformWe launched in 2016 as a marketplace for fonts with a subscription service. In the last 8 years, we have been through tremendous growth, and we're just getting started!We have scaled to 50 million+ monthly page views, 8 million+ registrations, over 22 million listed products, and 22000+ active designers.Our focus is to create a platform for designers that enables them to offer exceptional high-quality content. We make their products searchable in unique ways. This allows our customers to speed up their workflow, allowing them to focus on what they love most: Creating. About the roleIn Community, we are responsible for supporting our crafting community. Our community means the world to us, there would be no Creative Fabrica without them! Our users are extremely engaged and are at the core of everything that we do. Our goal at Community Support is to connect with our customers and designers on a deeper level, turning them into brand ambassadors while making sure we handle their questions and are as consistent, efficient, and effective as possible. As a Customer Support Agent L2, your primary responsibility will be handling escalated customer inquiries from L1 agents. Additionally, you will play a vital role in monitoring and reporting bugs, providing top-notch customer assistance through Facebook Direct Messages (DMs), and engaging with customers through comments on Facebook. The team also focuses on increasing user engagement on Facebook to strengthen our brand presence. What you will do:Escalation Management: Handle escalated customer issues and complaints that have been escalated by the L1 agents. Investigate, troubleshoot, and resolve cases promptly while maintaining a high level of professionalism and empathy.Team Support: Collaborate with the frontline support team, providing guidance and knowledge to help them handle routine queries effectively and minimize escalations. This will mainly entail answering ad-hoc requests via Slack channel.Bug Monitoring and Reporting: Diligently monitor for any bugs reported by customers and promptly escalate them to the relevant departments for resolution. Maintain detailed documentation of bug reports and follow up on their resolution.Facebook Customer Support: Provide exceptional customer support through Facebook DMs, responding to inquiries, troubleshooting issues, and ensuring customer satisfaction with our products or services.Documentation: Maintain comprehensive and accurate records of escalated cases, including all communication, actions taken, and resolutions provided.Escalation Trend Analysis: Identify trends in customer and agent escalations, providing further feedback and recommendations for process improvements. What you will need:You have 1+ years of experience in Customer Support 2nd level roleYou have excellent verbal and written English skillsYou have great communication and soft skills, allowing you to effectively de-escalate situationsYou have analytical skills to handle complex escalations and bug-related issuesYou are self-motivated. You can work independently, take ownership of your targets, and come up with innovative solutionsYou are a team player. You have a proven track record of working in collaboration with others, you are friendly, positive, and openYou are flexible and adaptable as we are always evolvingYou are open to feedback and have a growth mindset Nice to have:Experience with social media supportExperience with ticketing and time-tracking softwareBasic graphic design knowledge (experience with Canva, Adobe Illustrator, Cricut) Please note: Previous customer support experience is required for this role We would also like to offer you:Lunch: On days you work in the office a warm fresh lunch will be provided for you.Up to 40 days Work From Anywhere Benefit based on your choice of work arrangement24 days of paid vacation per year + public holidays.Travel Allowance, if you live more than 10 KM from the office.Company pension plan.CF LibraryCompany events and overseas trips!New Joiner Swag Pack!