📍 Job Overview

• Job Title: Customer Support Agent
• Company: Social Discovery Group
• Location: Nairobi, Kenya
• Job Type: Full-Time
• Category: Customer Support
• Date Posted: July 25, 2025
• Experience Level: Entry-level to 2 years
• Remote Status: Remote (Night Shift, European time zone)

🚀 Role Summary

• Handle customer inquiries and resolve issues for Social Discovery Group's portfolio of social discovery websites, including Dating.com, DateMyAge, Cupid Media, Dil Mil, and Kiseki.
• Provide exceptional customer support and promote websites to customers upon opportunity.
• Maintain a high level of service quality and work effectively with customer requests.

📝 Enhancement Note: This role requires strong communication skills, cultural sensitivity, and the ability to thrive in a remote, international team environment.

💻 Primary Responsibilities

• Customer Consultation: Address customer inquiries and questions related to the company's websites.
• Issue Resolution: Resolve customer issues promptly and effectively to ensure customer retention.
• Promotion: Promote the company's websites to customers upon opportunity.
• Service Quality: Maintain a high level of service quality and meet performance metrics.

📝 Enhancement Note: This role involves handling sensitive customer information and may require working with various internal teams to resolve complex issues.

🎓 Skills & Qualifications

Education: High school diploma or equivalent. Relevant college degree preferred.

Experience: 0-2 years of experience in customer support, preferably in an international or online environment.

Required Skills:

• Fluent in English (Japanese, Spanish, or Chinese is a plus)
• Experience working with international customers
• Fast typing skills in English
• Quick learner and ability to absorb large volumes of information
• Ability to analyze people's emotions and adapt to fluctuating circumstances
• Stress resistance and energetic personality
• Proactive attitude and 'can-do' approach
• Ability to provide outstanding customer service

Preferred Skills:

• Experience with customer support software or ticketing systems
• Familiarity with social discovery platforms or online dating services
• Knowledge of CRM systems

📝 Enhancement Note: Candidates with experience in remote work, international customer support, or online customer service are strongly encouraged to apply.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

• Examples of exceptional customer service and issue resolution
• Demonstrated ability to handle diverse customer inquiries and complaints
• Evidence of strong communication and interpersonal skills

Technical Documentation:

• Documentation of customer support processes and workflows
• Examples of problem-solving and issue resolution strategies
• Evidence of meeting or exceeding customer support performance metrics

📝 Enhancement Note: While a traditional web portfolio is not required for this role, candidates should be prepared to provide examples of their customer support experience and achievements.

💵 Compensation & Benefits

Salary Range: The salary range for this position is not specified. However, Social Discovery Group offers competitive compensation packages for remote customer support agents.

Benefits:

• Schedule: Monday to Friday, 10 PM – 7 AM GMT+2
• REMOTE OPPORTUNITY to work full-time
• Vacation: 28 calendar days per year
• Wellness Days: 7 days per year for personal time off
• Bonuses up to $5,000 for recommending successful applicants
• Full payment for professional training, international conferences, and meetings
• Corporate discount for English lessons
• Health benefits: compensation up to $1,000 gross per year for health insurance or medical expenses
• Workplace organization: equipped workplace and necessary equipment, or reimbursement of workplace costs up to $1,000 gross once every 3 years
• Internal gamified gratitude system: receive bonuses from colleagues and exchange them for time off, merch, team building activities, massage certificates, etc.

🎯 Team & Company Context

🏢 Company Culture

Industry: Social Discovery Group is a global leader in the social discovery industry, focusing on online communication platforms that connect people worldwide.

Company Size: Social Discovery Group is a medium to large-sized company with over 1,200 employees and digital nomads working remotely from various locations around the world.

Founded: Social Discovery Group was founded in 2001 and has since grown to become one of the largest social discovery companies in the world.

Team Structure:

• The customer support team consists of remote agents working in different time zones to provide 24/7 customer support.
• The team works closely with other departments, such as product development, marketing, and customer success, to ensure customer satisfaction and improve website features.

Development Methodology:

• Social Discovery Group uses agile methodologies to develop and improve its websites, with a focus on user experience, performance, and scalability.
• The company encourages continuous learning and innovation, with regular training and development opportunities for its employees.

Company Website: Social Discovery Group

📝 Enhancement Note: Social Discovery Group's international and remote work culture offers unique opportunities for personal and professional growth, as well as the chance to work on globally impactful social discovery products.

📈 Career & Growth Analysis

Customer Support Agent Role: This entry-level to 2-year role focuses on providing exceptional customer support and resolving customer issues. The ideal candidate will have strong communication skills, cultural sensitivity, and the ability to thrive in a remote, international team environment.

Reporting Structure: Customer Support Agents report directly to the Customer Support Manager and work closely with other customer support team members, as well as representatives from other departments.

Technical Impact: Customer Support Agents play a crucial role in maintaining customer satisfaction, gathering user feedback, and identifying areas for website improvement. Their work directly influences the user experience and the overall success of Social Discovery Group's websites.

Growth Opportunities:

• Career Progression: With experience and strong performance, Customer Support Agents may advance to senior customer support roles, team leadership positions, or other customer success-related positions within the company.
• Skill Development: Social Discovery Group offers professional training, international conferences, and meetings to help employees develop their skills and advance their careers.
• Cross-Functional Collaboration: Working closely with other departments provides opportunities to learn about different aspects of the business and contribute to various projects.

📝 Enhancement Note: Social Discovery Group's international and remote work culture offers unique opportunities for career growth and development, as well as the chance to work on globally impactful social discovery products.

🌐 Work Environment

Office Type: Social Discovery Group operates primarily as a remote-first company, with employees and digital nomads working from various locations around the world. The company provides equipped workplaces and necessary equipment in its offices or co-working locations. In other locations, the company provides reimbursement for workplace costs up to $1,000 gross once every 3 years.

Office Location(s): Social Discovery Group has offices in Cyprus and Malta. However, the Customer Support Agent role is remote and can be performed from any location with a stable internet connection.

Workspace Context:

• Remote Work: Customer Support Agents work remotely and are responsible for maintaining a suitable workspace for their needs.
• Equipment: The company provides necessary equipment, such as computers, headsets, and internet access, to ensure agents can perform their jobs effectively.
• Collaboration: Customer Support Agents collaborate with team members, managers, and other departments using various communication tools and platforms.

Work Schedule: Customer Support Agents work during the night shift, from Monday to Friday, 10 PM – 7 AM GMT+2.

📝 Enhancement Note: Social Discovery Group's remote work environment offers flexibility and the opportunity to work from various locations around the world. However, it also requires strong self-motivation, time management, and communication skills.

📄 Application & Technical Interview Process

Interview Process:

1. Screening: A brief phone or video call to assess communication skills and cultural fit.
2. Skills Assessment: A practical test or role-play scenario to evaluate customer support skills and problem-solving abilities.
3. Final Interview: A conversation with the hiring manager or team lead to discuss the role, company culture, and career growth opportunities.

Portfolio Review Tips:

• Prepare examples of exceptional customer service and issue resolution.
• Highlight your ability to handle diverse customer inquiries and complaints.
• Demonstrate strong communication and interpersonal skills.

Technical Challenge Preparation:

• Familiarize yourself with Social Discovery Group's portfolio of websites and their features.
• Research common customer issues and troubleshooting strategies.
• Brush up on your communication skills and cultural sensitivity.

ATS Keywords: Customer Support, International Customers, Remote Work, Agile Methodologies, User Experience, Customer Success, Problem-Solving, Communication Skills, Cultural Sensitivity, Professional Training, Career Growth

📝 Enhancement Note: Social Discovery Group's international and remote work culture requires strong communication skills, cultural sensitivity, and the ability to thrive in a diverse team environment. Candidates should be prepared to demonstrate their customer support skills and adaptability during the interview process.

🛠 Technology Stack & Web Infrastructure

Customer Support Software: Social Discovery Group uses customer support software or ticketing systems to manage customer inquiries and issues. Familiarity with such tools is preferred but not required.

Communication Tools: The company uses various communication tools and platforms, such as email, instant messaging, and video conferencing, to facilitate collaboration and communication among team members.

📝 Enhancement Note: While specific technology stacks and web infrastructure details are not provided, candidates should be prepared to work with various communication tools and customer support software to perform their jobs effectively.

👥 Team Culture & Values

Customer Support Values:

• Exceptional Customer Service: Provide outstanding customer support and go above and beyond to resolve customer issues.
• Empathy and Understanding: Show empathy and understanding when dealing with customer inquiries and complaints.
• Problem-Solving: Demonstrate strong problem-solving skills and the ability to think critically to resolve complex customer issues.
• Adaptability: Adapt to fluctuating circumstances and work effectively in a remote, international team environment.

Collaboration Style:

• Cross-Functional Collaboration: Work closely with other departments, such as product development, marketing, and customer success, to ensure customer satisfaction and improve website features.
• Knowledge Sharing: Share knowledge and best practices with team members to improve customer support processes and workflows.
• Continuous Learning: Embrace a culture of continuous learning and professional development.

📝 Enhancement Note: Social Discovery Group's international and remote work culture requires strong communication skills, cultural sensitivity, and the ability to thrive in a diverse team environment. Candidates should be prepared to demonstrate their customer support skills and adaptability during the interview process.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• International Customer Base: Handle customer inquiries and issues from a diverse, global customer base with varying cultural backgrounds and communication styles.
• Fluctuating Workload: Manage a fluctuating workload and adapt to changing customer support needs.
• Complex Issues: Resolve complex customer issues that may require working with various internal teams and external partners.

Learning & Development Opportunities:

• Professional Training: Participate in professional training, international conferences, and meetings to develop your skills and advance your career.
• Cross-Functional Collaboration: Work closely with other departments to learn about different aspects of the business and contribute to various projects.
• Career Progression: Advance to senior customer support roles, team leadership positions, or other customer success-related positions within the company.

📝 Enhancement Note: Social Discovery Group's international and remote work culture offers unique opportunities for career growth and development, as well as the chance to work on globally impactful social discovery products. However, it also presents challenges that require strong communication skills, cultural sensitivity, and adaptability.

💡 Interview Preparation

Technical Questions:

• Customer Support Scenarios: Prepare for role-play scenarios and practical tests that assess your customer support skills and problem-solving abilities.
• Company Knowledge: Research Social Discovery Group's portfolio of websites, their features, and common customer issues.
• Communication Skills: Brush up on your communication skills and cultural sensitivity to ensure you can effectively communicate with customers and team members.

Company & Culture Questions:

• Company Culture: Research Social Discovery Group's company culture, values, and mission to demonstrate your understanding and alignment with the organization.
• Team Dynamics: Prepare for questions about team dynamics, collaboration, and working in a remote, international team environment.
• Career Growth: Inquire about career growth opportunities, professional development, and advancement within the company.

Portfolio Presentation Strategy:

• Customer Support Examples: Prepare examples of exceptional customer service and issue resolution to demonstrate your customer support skills and problem-solving abilities.
• Communication Skills: Showcase your strong communication and interpersonal skills through your presentation and interaction with the interview panel.
• Adaptability: Highlight your ability to adapt to fluctuating circumstances and work effectively in a remote, international team environment.

📝 Enhancement Note: Social Discovery Group's international and remote work culture requires strong communication skills, cultural sensitivity, and the ability to thrive in a diverse team environment. Candidates should be prepared to demonstrate their customer support skills and adaptability during the interview process.

🛠️ Application Steps

To apply for this Customer Support Agent position:

1. Submit your application through the application link provided.
2. Prepare examples of exceptional customer service and issue resolution to demonstrate your customer support skills and problem-solving abilities.
3. Research Social Discovery Group's portfolio of websites, their features, and common customer issues to showcase your knowledge of the company and its products.
4. Brush up on your communication skills and cultural sensitivity to ensure you can effectively communicate with customers and team members.
5. Familiarize yourself with Social Discovery Group's company culture, values, and mission to demonstrate your understanding and alignment with the organization.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with Social Discovery Group before making application decisions.

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