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SOP & Documentation Ownership: Develop and update support documentation FAQs and knowledge-base articles to prevent outdated information gaps.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

• 13 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

Were 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