Customer Support Agent

Ignis Agency is an influencer marketing company with a strong commercial focus. Our core mission is driving sales for large accounts, currently operating with a team of ~100 people, with over 70% dedicated to sales.

We are expanding our Customer Support capability and are looking for a professional with excellent communication skills, a service-oriented mindset, and a hands-on approach—someone who can deliver outstanding support to clients and internal teams in a fast-paced, people- and performance-driven environment.

🎯 Role context

You will join the Customer Support team, working to ensure high-quality service for clients and internal stakeholders. This is an operational role focused on delivering timely resolutions, maintaining accurate records, and contributing to improvements in support processes and documentation.

🧠 Key responsibilities

Multi-Channel Support: Manage user inquiries across email, Zendesk, and Telegram with empathy, clarity, and professional standards.

Compliance & Content Protection: Perform manual DMCA takedowns and coordinate content tagging to ensure platform integrity and compliance.

Data Quality & Traceability: Maintain precise records in CRMs and Google Sheets to ensure full visibility and accountability for all support actions.

SOP & Documentation Ownership: Develop and update support documentation, FAQs, and knowledge-base articles to prevent outdated information gaps.

Operational Optimization: Participate in cross-functional projects to refine workflows and implement automations that enhance overall efficiency.

🧩 Profile we’re looking for

• 1–3 years of experience in customer support, client success, helpdesk, or related roles

• Excellent written and verbal communication in English (C1 level)

• Customer-focused, patient, and able to handle situations with tact and professionalism

• Comfortable interacting with stakeholders at different seniority levels

• Strong organisational skills, attention to detail, and ability to prioritise under pressure

• Analytical mindset with a practical approach to problem solving

• Experience with or aptitude for tools such as:

  • CRM platforms, Google Workspace

  • Ticketing/support systems (e.g., Zendesk, Freshdesk) and basic reporting tools

  • Familiarity with no-code / low-code automations and practical use of AI for routine tasks is a plus

⚠️ We’re not looking for an engineer; we need someone who understands systems, follows procedures, and continuously improves the customer experience.

🖥️ Work model

• Remote or hybrid

• Must have own equipments such as mouse, keyboard, extra screen

• Independent Contractor agreement + NDA | 40h/week

🚀 Why this role is strategic

• You will be part of the frontline team that shapes client experience and retention

• Your work will directly impact the productivity and satisfaction of commercial teams and clients

• Highly dynamic environment with genuine scope for process and service innovation

• Clear opportunities for growth and expanded responsibilities based on performance