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Mid LevelFull-timeRustAWSAI
Key Responsibilities
- →Resolve 1,000+ support tickets and live chats weekly with accuracy, empathy, and policy compliance
- →Anticipate follow-up questions to reduce back-and-forth communication
- →Use account tools to fix issues on the spot when permitted, taking ownership of resolutions
- →Utilize AI tools to accelerate responses, summarize threads, classify tickets, and suggest solutions
- →Detect unusual account activity, policy violations, or fraud patterns and act quickly using correct workflows
- →Follow verification flows and escalate high-risk cases with clear, structured notes
- →Balance empathy for members with protection of rewards, inventory, and program health
- →Identify recurring issues across tickets and flag them with examples for root cause addressing
- →Participate in structured experiments by following test instructions and reporting member feedback
- →Track new releases, feature flags, and known issues to adjust responses in real time
- →Work confidently in modern support tools including ticketing systems, live chat platforms, and fraud dashboards
Requirements
- ✓Experience thriving in high-volume, fast-paced online support environments
- ✓Team player committed to pursuing outsized impact at scale
- ✓Competitive nature with high standards for excellence and better outcomes
- ✓Strong written English skills with clear, concise, and friendly communication
- ✓Experience with tools like Zendesk, Intercom, live chat, and account dashboards
- ✓Comfort using AI tools to draft replies, summarize threads, and classify issues
- ✓Sound judgment on fraud and risk with consistent policy adherence
- ✓Data-driven mindset tracking volume, speed, resolution rate, and satisfaction
- ✓Ability to spot patterns across tickets and share them with clear examples
- ✓Reliability for 10pm to 4am Yerevan night shifts with focus and consistency
- ✓Curiosity about product details and updates to stay informed and current
Benefits
- ★Premium health insurance family package
- ★Stock options
- ★Lunch coupons
- ★Team events
- ★Opportunity for sharing best practice with US office
- ★Weekly massage day
- ★Catered lunches at the office
- ★Healthy food kitchen
- ★English classes
