Intermediate Customer Support Representative
Posted on 3/28/2023
British Columbia, Canada • Vancouver, BC, Canada
Experience Level
Desired Skills
Customer Service
  • Previous customer service experience
  • Experience using Zendesk and are tech-savvy
  • Been known as a problem solver who is comfortable taking the initiative and being independently resourceful
  • Proven ability to effectively manage time, workload and shifting priorities in a fast-paced environment with a strong attention to detail
  • An enthusiastic, strong work ethic and positive attitude. You strive to understand member issues on a deeper level
  • An adaptive working style and are comfortable with each day looking a little bit different during your week!
  • Experience making decisions and sharing ideas/asking questions in group discussions
  • Comfortability encountering images, text, and reports that could be graphic in nature
  • We would love to hear from you, even if you don't match 100% of the requirements
  • Strive to enhance the member experience by providing a high quality, responsive, and empathetic level of service
  • Be proactive to generate ideas driving innovation that will ultimately increase customer engagement and revenue, while improving customer satisfaction
  • Work with our offshore teams on escalated tickets - provide feedback for offshore teams and resume working with members involved
  • Work on escalated tickets; content can include reviewing images, texts, and reports that could be graphic in nature
  • Process subscriptions and refunds, as well as any other necessary transactions
  • Identify upsell opportunities to existing customers, where appropriate
  • Use intuitive skills to effectively determine customer needs, research possible root causes, and create correspondence to fully address and resolve customer inquiries
  • Research/investigate accounts using our internal CRM platform
  • Ensure that emails are processed in adherence to established policies, procedures, quality standards, and site Terms of Use
  • Relay any trends of potential product bugs (or other patterns noticed) to the right people. We're a smaller company, so willingness to work cross functionally is a must!
  • Other duties as assigned by management
Desired Qualifications
  • Excellent written and verbal communication skills. (We're not talking specifically about “formal” written skills - can you be casual, on brand, and maybe even throw in a tasteful reference to something you know will land? Major points!)
Match Group

1,001-5,000 employees

Dating platform conglomerate
Company Overview
Match Group's mission is to spark meaningful connections for every single person worldwide. The company operates platforms including Tinder, Hinge, Okcupid, and more.
  • Medical/Dental/Vision Insurance
  • Charitable Matching Program
  • Retirement Matching Funds
  • Training and Education Allowance
  • Performance Bonuses
  • Mental Health Counseling