About us
Ruby Labs is a leading tech company founded in 2018 in London, UK. We create innovative consumer products across the health, education, and entertainment sectors, serving over 100 million users annually. Our self-funded independence allows us to make bold decisions, innovate rapidly, and maintain a strong company culture. We operate with a lean, agile methodology and pride ourselves on our engineering-led culture, proprietary technology, and cross-industry expertise. As a fully remote company, we embrace a global workforce, bringing diverse perspectives to our projects.
About the job
As a Customer Support Associate, you will handle the help desk's most frequent questions and ensure exceptional customer satisfaction. You will be crucial in meeting our departmental Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
Please note that this position requires working from Thursday to Monday, although working days may change based on our needs.
Responsibilities
Address and resolve the most common queries efficiently and effectively.
Work towards achieving and exceeding the set Key Performance Indicators and Service Level Agreements to ensure timely and quality customer support.
Strive to reduce incoming volume by focusing on first-contact resolution, providing comprehensive solutions, and proactively advising customers on best practices.
Identify and escalate issues beyond your scope to the appropriate teams or individuals.
Gather valuable customer feedback to improve our products and services continuously.
Assist in handling billing queries quickly and efficiently.
Process refunds and other billing alerts.
Qualifications
A friendly demeanor with a passion for providing exceptional customer support.
Excellent communication and interpersonal skills.
Strong problem-solving abilities with a friendly touch.
Familiarity with CRM systems and support tools.
Nice to have
Experience with Zendesk / Jira / Freshdesk
What We Offer
Remote Work Environment - Embrace the freedom of working from anywhere, anytime, fostering a better work-life balance.
Unlimited PTO - Experience the freedom of unlimited paid time off, allowing you to take the time you need to recharge and maintain your personal well-being without the constraints of a fixed number of days.
Independent Contractor Agreement - Unlock the benefits of flexibility, autonomy, entrepreneurial opportunities, tax advantages, networking opportunities, reduced employment obligations, and location independence.
Read more about it here: https://wiki.ableapp.com/s/bcab90d7-da15-470f-98ea-b4b8daaf8d0b
Interview Process
After submitting your application, we conduct a thorough review which typically takes 3 to 5 days, but may occasionally take longer due to the volume of applications received. If we see a potential fit, we proceed with the following steps:
Recruiter Screening (30 minutes)
Hiring Manager Interview (30 minutes)
Logical Thinking Assessment (40 minutes)
Life at Ruby Labs
At Ruby Labs, we are more than a team; we're a community united in pushing the boundaries of technology and innovation. Our combined passion fuels our ambition for excellence, driving impact that resonates around the globe.
We are an equal-opportunity employer and celebrate diversity, recognizing that a diversity of thought and backgrounds builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate based on race, ethnicity, religion, color, place of birth, sex, gender identity or expression, sexual orientation, age, marital status, military service status, or disability status. Join us and be part of a company that is crafting the future of technology across multiple industries.
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