PART-TIME] CUSTOMER SUPPORT SPECIALIST

Who we are Aptoide is the leading original distribution platform for Android and IOS, empowering  both Users, Developers, OEMs and Telecoms in the mobile ecosystem for the last 15 years.
We became the fastest growing App Store and distribution platform in the world, with over 50 Million monthly active users (MAU), 1 million apps across our ecosystem and 10 Distribution Partners.
Aptoide's mission is to bring back the freedom of choice within the apps world, shaping the future of app economy by creating unmatched value for developers and users globally.
The way you play? the way you get your apps? We’re making everything easier and better for everyone! We are also aware that our success depends on our Aptoiders achievements! That’s why we are proud to be a tech company who enjoys to set people as a core priority.
Our Aptoiders' Talents and Skills are the algorithm for our whole success.
And this is where you can come in! Our Superpowers.
Innovation - meaning, we build our own way to the future.
Ambition - we always go beyond.
Integrity - we are transparent and trustworthy.
Results-driven - we are strong on delivering.
Collaboration - the superpower is ‘We’, not ‘I’.
These are our values! These are Aptoide’s superpowers! This IS Aptoide! What are you going to do? Provide exceptional customer support to clients through messaging channels.
Effectively question users, troubleshoot technical issues related to our products and services, and provide solutions to customers.
Follow guidelines and apply product knowledge to resolve user requests.
Monitor and reply to support queries and feedback in a timely manner, escalating and resolving issues with other internal teams as required.
Identify and suggest opportunities to improve automation and self-service support options for customers.
Support the VIP program for high-value customers.
Build, maintain and update expert in-depth support documentation, guides, FAQs and internal knowledgebase.
Recognise, set and monitor KPIs across various contact points for our support.
Be responsive to changing team priorities.
Share information with team members to help them become more effective.
What are we looking for? Demonstrable experience within a customer facing environment, ideally a customer support role.
Excellent communication skills, with attention to detail and a high standard of written English.
Strong empathy for customer problems and the necessary patience to manage frustrations and concerns.
Aptitude for grasping new strategies, technology, and processes.
Ability to stay motivated when faced with repetitive or challenging tasks Ability to work independently, flexibly, and proactively within a small team.
Working familiarity/knowledge of Intercom or Zendesk and Google Play Store desirable but not essential.
What will you get? Opportunity to join an innovative company impacting millions globally.
Collaborate with an international, diverse, and highly skilled team.
Enjoy a hybrid working environment [4 days remote per week].
Empowering and trustful environment with flexible working time.
Focus in your Career Growth, with Learning and Development opportunities.
Supportive and inclusive culture with regular engagement and team building activities.
Competitive Compensation Package.
Great Health & Well-Being Benefits.
Cosy office space with free snacks and breakfast available everyday.
Incredible Annual Retreat.