Customer Support Agent

Ignis Agency is an influencer marketing company with a strong commercial focus. Our core mission is driving sales for large accounts, currently operating with a team of ~100 people, with over 70% dedicated to sales.We are expanding our Customer Support capability and are looking for a professional with excellent communication skills, a service-oriented mindset, and a hands-on approach—someone who can deliver outstanding support to clients and internal teams in a fast-paced, people- and performance-driven environment.🎯 Role contextYou will join the Customer Support team, working to ensure high-quality service for clients and internal stakeholders. This is an operational role focused on delivering timely resolutions, maintaining accurate records, and contributing to improvements in support processes and documentation.🧠 Key responsibilitiesMulti-Channel Support: Manage user inquiries across email, Zendesk, and Telegram with empathy, clarity, and professional standards.Compliance & Content Protection: Perform manual DMCA takedowns and coordinate content tagging to ensure platform integrity and compliance.Data Quality & Traceability: Maintain precise records in CRMs and Google Sheets to ensure full visibility and accountability for all support actions.SOP & Documentation Ownership: Develop and update support documentation, FAQs, and knowledge-base articles to prevent outdated information gaps.Onboarding & Communication: Facilitate new client onboarding through system setup and professional welcome communications to ensure a smooth transition.Operational Optimization: Participate in cross-functional projects to refine workflows and implement automations that enhance overall efficiency.🧩 Profile we’re looking for1–3 years of experience in customer support, client success, helpdesk, or related rolesExcellent written and verbal communication in English (C1 level)Customer-focused, patient, and able to handle situations with tact and professionalismComfortable interacting with stakeholders at different seniority levelsStrong organisational skills, attention to detail, and ability to prioritise under pressureAnalytical mindset with a practical approach to problem solvingExperience with or aptitude for tools such as:CRM platforms, Google WorkspaceTicketing/support systems (e.g., Zendesk, Freshdesk) and basic reporting toolsFamiliarity with no-code / low-code automations and practical use of AI for routine tasks is a plus⚠️ We’re not looking for an engineer; we need someone who understands systems, follows procedures, and continuously improves the customer experience.🖥️ Work modelRemote or hybridMust have own equipments such as mouse, keyboard, extra screenIndependent Contractor agreement + NDA | 40h/week🚀 Why this role is strategicYou will be part of the frontline team that shapes client experience and retentionYour work will directly impact the productivity and satisfaction of commercial teams and clientsHighly dynamic environment with genuine scope for process and service innovationClear opportunities for growth and expanded responsibilities based on performanceOriginally posted on Himalayas