puzzle-consulting-services - Platform Support Specialist - Remote Honduras
Requirements
• 2+ years of experience in customer support, technical support, or platform support for a consumer application or digital product. • Strong written communication skills with an empathetic and customer-focused approach. • Excellent case management and organizational skills. • Sound judgment and the ability to remain calm and effective under pressure. • Experience working with ticketing or customer support systems. • Experience troubleshooting web and mobile applications. • Familiarity with support metrics and service-quality standards. • Ability to work a defined full-time support schedule. • Strong attention to detail when handling sensitive account and customer information. • Experience supporting creator, social, community, or subscription-based platforms. • Experience supporting payments or transaction-related issues, including Stripe. • Experience with knowledge-base platforms such as Zendesk. • Experience writing or maintaining customer-facing support documentation. • Familiarity with escalation and incident-management processes. • Learn the platform’s core user journeys, support tools, verification procedures, policies, and escalation paths. • Independently manage an assigned support queue while consistently meeting agreed quality and service targets. • Improve guidance for recurring issues and deliver a prioritized report highlighting key user friction points and opportunities for improvement. • You’ll work closely with the Platform Support Lead and collaborate with QA, Engineering, Product, and Trust & Safety teams. • This is an individual contributor role with direct responsibility for user support and case resolution.
Responsibilities
• Consistently meeting agreed response, resolution, and case-quality targets. • Reducing aged cases and repeat contacts over time. • Maintaining accurate and useful help-center content for common user issues. • Providing recurring, actionable feedback on user and creator pain points. • Helping establish and improve support processes and procedures. • Contributing to a reliable, safe, and responsive experience as the platform grows. • Own account, access, feature, and transaction-related inquiries from initial contact through resolution. • Troubleshoot issues across web and mobile platforms. • Gather clear reproduction steps, device information, expected behavior, and actual results when investigating technical issues. • Escalate product defects to QA and Engineering with clear, actionable information. • Escalate safety-related concerns to the appropriate Trust & Safety team. • Keep users informed throughout the resolution process. • Follow established support procedures, account-verification processes, and data-protection practices. • Maintain and improve help-center articles, internal documentation, and response guidance. • Identify recurring issues and communicate trends and opportunities for improvement to the appropriate teams. • Handle sensitive user and account information responsibly.
Benefits
• Competitive Salary: Earn a USD salary that matches your skills and experience. • Paid Time Off: Generous PTO to support your work-life balance and recharge. • Health Insurance Subsidy: Financial assistance to support your healthcare coverage. • Annual Salary Reviews: Structured annual evaluations to recognize and reward performance. • Paid Training & Certifications: Continuous support for professional growth and upskilling. • Ready to put your puzzle-solving skills to the test? Join our team today! • LinkedIn: Puzzle • Instagram: @puzzle.tech http://puzzle.tech_
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