About the job
At Keen, we integrate top-tier global team members directly into our clients’ operations. Our partnerships span fast-growing U.S. and international companies, focusing on enhancing customer experience, marketing, and operational efficiency.
Role Overview
We are seeking a skilled Multilingual Customer Support Agent to provide exceptional customer service for one of our rapidly expanding global clients in the startup sector. This role involves engaging with customers through email, chat, and voice support.
As a Customer Service Agent, you will be instrumental in delivering superior service, ensuring smooth customer interactions, and addressing inquiries with accuracy and care. Ideal candidates are problem solvers who thrive in dynamic environments and are dedicated to providing outstanding support.
Language Proficiency Required
Successful candidates must demonstrate professional working proficiency in the following languages:
- English (C1/C2 proficiency required)
- French (B2+ proficiency required)
- Italian (B2+ proficiency required)
- Spanish (B2+ proficiency required)
Language skills will be evaluated during the hiring process.
Key Responsibilities
- Assist end-user customers via email, chat, phone, and service management platforms in multiple languages.
- Resolve transaction issues, troubleshoot technical problems, and handle online/offline refunds.
- Adhere to standard operating procedures while utilizing knowledge base articles for efficient request resolution.
- Exceed service level agreements by providing timely and accurate responses.
- Escalate complex issues to management as necessary.
- Maintain detailed case records and contribute to enhancing knowledge base documentation.
- Analyze customer issues to identify patterns and suggest improvements.
- Develop a comprehensive understanding of our products, services, and customer needs.
Qualifications
- Minimum of 2 years of experience in customer support, customer success, or technical support roles.
- Proven capability to assist customers through various communication channels (email, chat, phone).
- Fluency in English, French, Italian, and Spanish (as specified above).
- Experience with tools like Zendesk, Jira Service Management, or similar platforms.
- Comfortable working within structured, SLA-driven environments.
- Strong problem-solving and communication abilities.
- Capacity to manage multiple conversations and priorities concurrently.
- Familiarity with web applications, mobile apps, or digital products.
- Stable home office environment with high-speed internet (250Mbps+) and a quiet workspace.
- A collaborative team player who proactively contributes to group efforts.
Benefits
- Health Insurance
- 401k

