Fiverr

The representative will deliver independent, high-quality responses to customers via email ticketing and chat, providing reliable resolutions for critical issues and taking full ownership of customer concerns through to resolution. They must also collaborate with leadership to maintain satisfaction and identify service-impacting trends for escalation.

The role involves improving the overall customer support experience by recruiting, hiring, coaching, and developing agents while analyzing KPIs and metrics to enhance team performance. Responsibilities also include monitoring quality, taking ownership of customer issues through resolution, and developing operational strategies and policies.