Customer Support Specialist

Company DescriptionZembra is a diverse collective of thinkers and doers focused on helping online reputation management businesses grow using a robust review scraper API. Over the last 5 years we have built an innovative data collection solution and we currently serve 100+ businesses. We help our community by turning the internet into a database, unleashing a large potential for growth and product value.Role DescriptionYou are the first point of contact for Zembra clients. You answer their questions on email, Crisp (live chat) and Slack, and you follow every client request until it is resolved.You work closely with the engineering team. You handle simple questions yourself, investigate the ones that need digging, and escalate real bugs with all the facts engineers need to fix them fast.ResponsabilitiesAnswer clients on every channelReply to client emails, Crisp chats and shared Slack channels quickly, clearly and in a friendly tone.Keep the conversation going until the client confirms their problem is solved.Write answers in good professional English.Follow every client request to the endLog each request, give it a priority and track it until it is closed. Nothing gets lost between channels.Keep clients updated while an issue is in progress, even when there is no news yet.Follow up after a fix to check the client is satisfied.Work with the teamEscalate real bugs to engineering with clear steps to reproduce.Spot repeated questions and turn them into knowledge-base articles and saved replies.Share client feedback with the product team.You Have2+ years in customer support, technical support or customer success, ideally for a SaaS or API product.Excellent written English.Experience with support tools such as Crisp, Slack, Zendesk...Basic technical skills: you can read JSON, understand what an API and a webhook are, and test a request in Postman.Organized and reliable: you follow up without being reminded.Calm, patient and client-focused, even with demanding clients.Nice to haveBasic SQL to look up data.Experience with review platforms, reputation management or online marketing.Experience writing help-center articles.