📍 Job Overview

Job Title: Customer Support Agent
Company: Social Discovery Group
Location: Lima, Peru (Remote)
Job Type: Full-Time
Category: Customer Support
Date Posted: June 17, 2025
Experience Level: Entry-Level to Mid-Level (0-2 years)
Remote Status: Remote (Night Shift - European Time Zone)

🚀 Role Summary

Handle customer inquiries and resolve issues for the company's social discovery platforms, focusing on user retention and satisfaction.
Collaborate with an international team of digital nomads across various time zones and locations.
Contribute to the company's mission of transforming virtual intimacy into the new normal by providing exceptional customer support.

📝 Enhancement Note: This role requires strong communication skills, cultural sensitivity, and the ability to thrive in a remote, global environment. Familiarity with social discovery platforms and a genuine interest in connecting people can be beneficial.

💻 Primary Responsibilities

Customer Consultation: Address customer inquiries and concerns regarding the company's websites, ensuring a high level of service quality.
Issue Resolution: Swiftly and effectively resolve customer issues, aiming for customer retention and satisfaction.
Promotion: Promote the company's websites to customers when opportunities arise, contributing to user acquisition and engagement.
Adaptability: Navigate fluctuating circumstances and adapt to changing priorities, maintaining a 'can-do' attitude and stress resistance.
Problem-Solving: Provide professional solutions to complicated cases, demonstrating quick thinking and initiative.

📝 Enhancement Note: This role requires strong problem-solving skills, emotional intelligence, and the ability to work independently and in a team environment. Experience with customer support software and ticketing systems is a plus.

🎓 Skills & Qualifications

Education: High school diploma or equivalent. Relevant college degree is a plus.

Experience: Proven experience in customer support, ideally in an international or multicultural environment. Experience with social discovery platforms is beneficial but not required.

Required Skills:

Language Proficiency: Fluent in English. Proficiency in additional languages such as Japanese, Spanish, or Chinese is a plus.
Communication: Excellent written and verbal communication skills, with the ability to clearly and concisely explain complex information to customers.
Typing Speed: Fast typing skills in English, with the ability to type accurately and efficiently.
Adaptability: Quick learner, able to absorb large volumes of information and adapt to new tools and processes.
Emotional Intelligence: Ability to psychologically analyze people and be sensitive to their emotions, providing empathetic and personalized support.
Initiative: Energetic, proactive, and stress-resistant, with a 'can-do' attitude and the ability to show initiative in difficult situations.

Preferred Skills:

Experience with customer support software and ticketing systems.
Familiarity with social discovery platforms and online communication tools.
Knowledge of remote work tools and best practices.

📝 Enhancement Note: This role requires a strong combination of hard and soft skills, with a focus on communication, adaptability, and emotional intelligence. Candidates with relevant experience in customer support or related fields are encouraged to apply.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Customer Support Experience: Highlight your experience in customer support, including the industries you've worked in and the challenges you've overcome.
Language Proficiency: Demonstrate your language skills through translations, multilingual customer interactions, or language proficiency certificates.
Problem-Solving: Showcase your problem-solving skills through case studies or examples of complex issues you've resolved.
Adaptability: Highlight your ability to adapt to new environments and technologies, with examples of how you've quickly learned new tools or processes.

Technical Documentation:

Customer Support Process: Document your approach to customer support, including your problem-solving methodology, communication strategies, and customer retention techniques.
Language Learning: Document your language learning journey, including the methods you've used to improve your language skills and any relevant certifications or achievements.
Problem-Solving Techniques: Document your problem-solving techniques, including any relevant frameworks, tools, or best practices you've used to resolve complex customer issues.

📝 Enhancement Note: This role requires a strong focus on customer support and problem-solving, with a portfolio that demonstrates your ability to provide exceptional service to a diverse range of customers. Candidates should highlight their language skills, adaptability, and problem-solving prowess in their portfolio.

💵 Compensation & Benefits

Salary Range: The salary range for this position is competitive and commensurate with experience. The company offers a convenient 2 days on then 2 days off shift from 11AM - 11PM UTC -5.

Benefits:

Vacation: 28 calendar days per year.
Wellness Days: 7 wellness days per year to deal with household issues or recover without taking sick leave.
Bonuses: Bonuses up to $5000 for recommending successful applicants for positions in the company.
Professional Training: Full payment for professional training, international conferences, and meetings.
Corporate Discount: Corporate discount for English lessons.
Health Benefits: Full payment for corporate medical insurance or compensation for self-purchase of health insurance or doctor's fees for employees and close relatives.
Workplace Organization: Equipped workplace and necessary equipment in the company's offices or co-working locations. Reimbursement of workplace costs up to $1000 gross once every 3 years for remote employees.
Internal Gamified Gratitude System: Receive bonuses from colleagues and exchange them for time off, merch, team building activities, massage certificates, etc.

📝 Enhancement Note: The company offers a comprehensive benefits package that prioritizes work-life balance, professional development, and employee well-being. Candidates can expect competitive compensation and a supportive work environment that values their contributions.

🎯 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 and foster virtual intimacy.

Company Size: With over 1200 employees and digital nomads working remotely from various locations worldwide, Social Discovery Group offers a dynamic and diverse work environment.

Founded: The company was founded in 2015 and has since grown to become the 3rd largest social discovery company in the world, uniting 60+ brands with 500 million users.

Team Structure:

Customer Support: The customer support team is responsible for handling customer inquiries and resolving issues, ensuring user retention and satisfaction.
International: The company's global presence allows for a diverse and multicultural team, with employees working from various time zones and locations.
Remote-First: Social Discovery Group embraces a remote-first culture, with employees working from co-working spaces, home offices, or while traveling the world.

Development Methodology:

Agile: The company employs Agile methodologies to manage projects and ensure efficient and effective customer support.
Continuous Improvement: Social Discovery Group is committed to continuous improvement, regularly reviewing and updating its customer support processes to better serve its users.
Collaboration: The company fosters a collaborative work environment, with regular team meetings and cross-functional collaboration to drive innovation and success.

Company Website: Social Discovery Group

📝 Enhancement Note: Social Discovery Group's remote-first culture and global presence offer unique opportunities for candidates seeking international exposure and a dynamic work environment. The company's commitment to continuous improvement and customer satisfaction makes it an attractive employer for customer support professionals.

📈 Career & Growth Analysis

Customer Support Agent: This role is responsible for handling customer inquiries and resolving issues, ensuring user retention and satisfaction. The ideal candidate will have strong communication skills, emotional intelligence, and a proactive approach to problem-solving.

Reporting Structure: Customer Support Agents report directly to the Customer Support Manager, who oversees the customer support team and ensures that customer issues are resolved efficiently and effectively.

Technical Impact: Customer Support Agents play a critical role in maintaining user satisfaction and retention, contributing to the overall success of the company's social discovery platforms.

Growth Opportunities:

Promotion: With strong performance and demonstrated leadership skills, Customer Support Agents may have the opportunity to advance to a Team Lead or Management role.
Specialization: Candidates may choose to specialize in a particular area of customer support or develop expertise in a specific platform or tool.
Cross-Functional Collaboration: Employees may have the opportunity to work on cross-functional projects or teams, gaining exposure to different aspects of the business and driving innovation and success.

📝 Enhancement Note: This role offers significant opportunities for career growth and development, with a focus on customer support and user satisfaction. Candidates with strong communication skills, emotional intelligence, and a proactive approach to problem-solving are encouraged to apply.

🌐 Work Environment

Office Type: Social Discovery Group operates a remote-first work environment, with employees working from co-working spaces, home offices, or while traveling the world.

Office Location(s): The company has offices and co-working spaces in various locations worldwide, including Cyprus, Malta, the USA, Armenia, Georgia, Kazakhstan, Montenegro, Poland, Latvia, Serbia, Spain, Portugal, UAE, Israel, Turkey, Thailand, Indonesia, Japan, Hong Kong, and Australia.

Workspace Context:

Remote Work: Employees are responsible for creating a comfortable and productive workspace, with the company providing reimbursement for workplace costs up to $1000 gross once every 3 years for remote employees.
Collaboration: The company fosters a collaborative work environment, with regular team meetings and cross-functional collaboration to drive innovation and success.
Flexibility: Social Discovery Group offers a flexible work schedule, with a convenient 2 days on then 2 days off shift from 11AM - 11PM UTC -5.

Work Schedule: The Night Shift (European Time Zone) schedule allows employees to work during peak customer support hours, ensuring that customer inquiries and issues are resolved efficiently and effectively.

📝 Enhancement Note: Social Discovery Group's remote-first work environment offers employees the flexibility to work from various locations worldwide, fostering a diverse and multicultural team. The company's commitment to collaboration and innovation drives a dynamic and engaging work environment for customer support professionals.

📄 Application & Technical Interview Process

Interview Process:

Application Review: The hiring team will review your application and portfolio, assessing your language skills, customer support experience, and problem-solving abilities.
Phone/Skype Screen: A brief phone or Skype call to discuss your application and assess your communication skills and cultural fit.
Customer Support Simulation: A role-play scenario to evaluate your customer support skills, problem-solving abilities, and emotional intelligence.
Final Interview: A final interview with the Customer Support Manager to discuss your application, answer any questions, and make a hiring decision.

Portfolio Review Tips:

Language Skills: Highlight your language proficiency through translations, multilingual customer interactions, or language proficiency certificates.
Customer Support Experience: Showcase your customer support experience, including the industries you've worked in and the challenges you've overcome.
Problem-Solving: Demonstrate your problem-solving skills through case studies or examples of complex issues you've resolved.
Adaptability: Highlight your ability to adapt to new environments and technologies, with examples of how you've quickly learned new tools or processes.

Technical Challenge Preparation:

Customer Support Skills: Brush up on your customer support skills, including communication, problem-solving, and emotional intelligence.
Language Proficiency: Review your language skills, ensuring that you are confident and comfortable communicating with customers in English and any additional languages you may know.
Problem-Solving: Practice your problem-solving skills, focusing on your ability to quickly and effectively resolve customer issues.
Adaptability: Prepare for a dynamic work environment, demonstrating your ability to adapt to new tools, processes, and customer needs.

ATS Keywords: [Customer Support, Customer Service, Problem-Solving, Emotional Intelligence, Language Proficiency, Remote Work, International, Multicultural, Adaptability, Customer Retention, User Satisfaction, Social Discovery, Online Communication, Virtual Intimacy]

📝 Enhancement Note: The application and interview process for this role focus on assessing candidates' communication skills, problem-solving abilities, and emotional intelligence. Candidates should highlight their customer support experience, language proficiency, and adaptability in their portfolio and interview preparation.

🛠 Technology Stack & Web Infrastructure

Customer Support Tools:

Ticketing System: Social Discovery Group uses a ticketing system to manage customer inquiries and track customer support issues. Familiarity with popular ticketing systems such as Zendesk, Freshdesk, or Jira Service Management is beneficial but not required.
Customer Relationship Management (CRM): The company uses a CRM system to manage customer interactions and data. Experience with popular CRM systems such as Salesforce, HubSpot, or Zoho CRM is beneficial but not required.
Communication Tools: Social Discovery Group uses various communication tools to facilitate collaboration and communication among employees. Familiarity with popular communication tools such as Slack, Microsoft Teams, or Google Workspace is beneficial but not required.

📝 Enhancement Note: Familiarity with popular customer support tools, ticketing systems, and communication platforms can be beneficial for candidates seeking to excel in this role. Candidates should highlight their experience with relevant tools and platforms in their portfolio and interview preparation.

👥 Team Culture & Values

Customer Support Values:

Empathy: Social Discovery Group prioritizes empathy in its customer support approach, with a focus on understanding and addressing customer needs and concerns.
Professionalism: The company expects its customer support team to maintain a high level of professionalism, with a focus on clear and concise communication, attention to detail, and a proactive approach to problem-solving.
Adaptability: Social Discovery Group values adaptability, with a focus on employees' ability to quickly and effectively respond to changing customer needs and priorities.
Continuous Improvement: The company is committed to continuous improvement, with a focus on regularly reviewing and updating its customer support processes to better serve its users.

Collaboration Style:

Cross-Functional Collaboration: Social Discovery Group fosters a collaborative work environment, with regular team meetings and cross-functional collaboration to drive innovation and success.
Peer Learning: The company encourages peer learning and knowledge-sharing, with a focus on employees' ability to learn from one another and contribute to the company's collective expertise.
Mentorship: Social Discovery Group offers mentorship opportunities, with experienced employees providing guidance and support to newer team members.

📝 Enhancement Note: Social Discovery Group's customer support values and collaboration style foster a dynamic and engaging work environment for customer support professionals. Candidates should highlight their ability to work collaboratively, adapt to changing priorities, and contribute to the company's continuous improvement efforts in their portfolio and interview preparation.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Language Barriers: Candidates may face language barriers when communicating with customers, requiring strong language skills and cultural sensitivity to effectively resolve customer issues.
Time Zone Differences: Working in a remote, global environment may present challenges related to time zone differences, with employees working across various time zones and locations.
Customer Expectations: Customers may have high expectations for customer support, requiring employees to consistently deliver exceptional service and exceed customer expectations.

Learning & Development Opportunities:

Language Learning: Candidates may have the opportunity to learn new languages or improve their proficiency in existing languages, with exposure to a diverse range of customers and cultures.
Customer Support Specialization: Employees may choose to specialize in a particular area of customer support, developing expertise in a specific platform or tool.
Leadership Development: With strong performance and demonstrated leadership skills, employees may have the opportunity to advance to a Team Lead or Management role, gaining exposure to different aspects of the business and driving innovation and success.

📝 Enhancement Note: This role presents unique challenges and growth opportunities for customer support professionals, with a focus on language proficiency, cultural sensitivity, and adaptability. Candidates should highlight their ability to overcome language barriers, adapt to changing priorities, and contribute to the company's continuous improvement efforts in their portfolio and interview preparation.

💡 Interview Preparation

Technical Questions:

Customer Support Scenarios: Be prepared to discuss your approach to customer support, including your problem-solving methodology, communication strategies, and customer retention techniques.
Language Proficiency: Demonstrate your language skills through translations, multilingual customer interactions, or language proficiency certificates.
Adaptability: Highlight your ability to adapt to new environments and technologies, with examples of how you've quickly learned new tools or processes.

Company & Culture Questions:

Company Culture: Research Social Discovery Group's company culture, including its commitment to continuous improvement, customer satisfaction, and remote work.
Customer Support Values: Familiarize yourself with Social Discovery Group's customer support values, including empathy, professionalism, adaptability, and continuous improvement.
Collaboration Style: Understand Social Discovery Group's collaboration style, including its focus on cross-functional collaboration, peer learning, and mentorship.

Portfolio Presentation Strategy:

Customer Support Experience: Highlight your customer support experience, including the industries you've worked in and the challenges you've overcome.
Language Skills: Demonstrate your language proficiency through translations, multilingual customer interactions, or language proficiency certificates.
Problem-Solving: Showcase your problem-solving skills through case studies or examples of complex issues you've resolved.
Adaptability: Highlight your ability to adapt to new environments and technologies, with examples of how you've quickly learned new tools or processes.

📝 Enhancement Note: The interview process for this role focuses on assessing candidates' communication skills, problem-solving abilities, and emotional intelligence. Candidates should highlight their customer support experience, language proficiency, and adaptability in their portfolio and interview preparation.

📌 Application Steps

To apply for this Customer Support Agent position:

Submit Your Application: Visit the Social Discovery Group careers page and submit your application, including your resume, cover letter, and any relevant portfolio pieces.
Prepare Your Portfolio: Tailor your portfolio to highlight your customer support experience, language skills, problem-solving abilities, and adaptability. Include examples of your customer support work, language proficiency, and any relevant certifications or achievements.
Research the Company: Familiarize yourself with Social Discovery Group's company culture, customer support values, and collaboration style. Prepare for your interview by reviewing the company's website and any relevant industry publications.
Practice Your Interview Skills: Brush up on your customer support skills, language proficiency, and problem-solving abilities. Practice your interview skills with a friend, family member, or career coach to ensure you are confident and comfortable discussing your customer support experience and qualifications.

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

Customer Support Agent