Icelandic-Speaking Customer Support Agent – Athens

Athens Greece

Work Model: On-site
Languages: Icelandic & English
Schedule: Monday to Friday with occasional weekend shifts
Working Hours: Rotating shifts between 08:00 and 20:00
Contract: 8-month contract

Join an international customer support team assisting content creators and monetized partners on one of the worlds leading online video platforms.

As a Customer Support Agent you will provide support primarily through chat and email helping users manage their accounts troubleshoot technical issues understand platform processes and navigate content and monetization-related questions.

This is a tool-heavy role with frequent process updates making attention to detail adaptability and the ability to follow guidelines essential.

Please note: This role does not involve phone support.

• Provide customer support to content creators and monetized partners via chat and email.
• Assist with account settings and content management.
• Troubleshoot technical and platform-related issues.
• Handle approximately 2025 cases per day.
• Manage multiple chat conversations simultaneously after training.
• Assist with monetization-related questions.
• Support account recovery requests.
• Handle questions related to partner programs.
• Process and respond to appeals regarding video removals and channel suspensions.
• Provide accurate and timely resolutions while following established procedures.
• Maintain high-quality communication and customer service standards.

• Native-level or C1 fluency in Icelandic.
• C1 English proficiency for training and internal communication.
• No previous experience required; customer support experience is a plus.
• Excellent written communication skills.
• Strong PC skills.
• Good knowledge of internet applications and browsers.
• Familiarity with MS Office.
• General knowledge of Google Ads is an advantage.
• Typing speed of at least 25 WPM with 85% accuracy.
• Ability to multitask effectively particularly when handling multiple conversations.
• Strong attention to detail and ability to follow changing processes and guidelines.

• Extensive onboarding process.
• 2-week nesting period following training.
• Approximately 46 weeks learning curve to become fully comfortable with the tools and processes.
• Continuous training and regular supervisor support.

• Supportive international working environment.
• Regular team meetings and supervisor check-ins.
• Continuous professional training.
• Productivity bonus opportunities based on target achievement.
• Team events and activities throughout the year.
• Opportunity to work in an international digital environment.

Performance is evaluated using key customer support metrics including:

• Customer Satisfaction (CSAT)
• Average Handle Time (AHT)
• Total Resolution Time (TRT)
• Time to First Response (TFR)
• Quality

If you would like to learn more about the opportunity book a meeting or call with me directly: