Customer Support Agent

Social Discovery Group
Full_time

📍 Job Overview

  • Job Title: Customer Support Agent
  • Company: Social Discovery Group
  • Location: Lima, Peru
  • Job Type: Full-Time
  • Category: Customer Support
  • Date Posted: July 16, 2025
  • Experience Level: Entry to Mid-Level (0-2 years)
  • Remote Status: Remote (Telecommute)

🚀 Role Summary

  • Provide exceptional customer support to users of Social Discovery Group's global portfolio of social discovery platforms, including dating and communication apps.
  • Serve as the first point of contact, addressing user inquiries, troubleshooting issues, and promoting the company's products and services.
  • Collaborate with a diverse, international team of digital nomads to maintain high service quality standards.

📝 Enhancement Note: This role requires strong communication skills, cultural sensitivity, and the ability to thrive in a fast-paced, remote work environment. Familiarity with customer support best practices and experience working with international customers are valuable assets.

💻 Primary Responsibilities

  • Customer Consultation: Address user inquiries and concerns via email, chat, or phone, providing clear and concise solutions in English (and additional languages as needed).
  • Issue Resolution: Troubleshoot and resolve technical and non-technical issues, ensuring customer satisfaction and retention.
  • Service Quality Maintenance: Uphold high service quality standards by consistently delivering professional, empathetic, and efficient support.
  • Product Promotion: Seize opportunities to promote Social Discovery Group's products and services to customers.
  • Feedback Collection: Gather and document user feedback to inform product development and improvement.

📝 Enhancement Note: This role demands strong problem-solving skills, the ability to multitask, and a proactive approach to customer support. Experience with CRM software and ticketing systems is a plus.

🎓 Skills & Qualifications

Education: High school diploma or equivalent; relevant degree or certification in customer service, communications, or a related field is a plus.

Experience: Proven experience in customer support, ideally in a remote or international environment.

Required Skills:

  • Language Proficiency: Fluent in English; proficiency in additional languages such as Japanese, Spanish, or Chinese is beneficial.
  • Communication Skills: Excellent written and verbal communication skills, with the ability to clearly explain complex information.
  • Cultural Sensitivity: Experience working with international customers and understanding diverse cultural backgrounds.
  • Typing Speed: Fast typing skills in English (and additional languages as needed).
  • Emotional Intelligence: Ability to analyze emotions, understand user needs, and provide empathetic support.
  • Adaptability: Resilience under pressure, ability to adapt to fluctuating circumstances, and a 'can-do' attitude.
  • Problem-Solving: Strong problem-solving skills and the ability to provide professional solutions to complicated cases.

Preferred Skills:

  • Experience with CRM software and ticketing systems.
  • Familiarity with social discovery platforms and online communication tools.
  • Knowledge of remote work best practices and digital nomad culture.

📝 Enhancement Note: Candidates with a strong customer focus, a genuine interest in people, and the ability to thrive in a remote, international environment are highly sought after for this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

  • Customer Support Experience: Document successful customer support cases, demonstrating your ability to resolve issues and maintain customer satisfaction.
  • Language Proficiency: Provide evidence of your language proficiency, such as certificates or recommendations.
  • Cultural Awareness: Highlight your experience working with international customers and understanding diverse cultural backgrounds.

Technical Documentation:

  • Problem-Solving Strategies: Document your approach to problem-solving, including examples of how you've resolved complex customer issues.
  • Customer Feedback Analysis: Provide examples of how you've collected, analyzed, and acted on customer feedback to improve products or services.

📝 Enhancement Note: A strong portfolio demonstrating your customer support skills, language proficiency, and cultural awareness will significantly enhance your application for this role.

💵 Compensation & Benefits

Salary Range: The salary range for this role is competitive and commensurate with experience. As a remote position, the salary is adjusted for cost of living in the candidate's location.

Benefits:

  • Convenient 2 days on, 2 days off shift from 1PM - 1AM Lima time (UTC-5).
  • Remote Opportunity: Work full-time from anywhere in the world, with a focus on time zone alignment with the company's global user base.
  • 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: 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: Discount for English lessons.
  • Health Benefits: According to paychecks, if not eligible for corporate medical insurance, the company compensates up to $1000 gross per year per employee for self-purchase of health insurance or doctor's fees for the employee and close relatives.
  • Workplace Organization: Equipped workplace and necessary equipment (table, armchair, wifi, etc.) in offices or co-working locations. In other locations, reimbursement of workplace costs up to $1000 gross once every 3 years for renting co-working space or equipping a home workspace.
  • Internal Gamified Gratitude System: Receive bonuses from colleagues and exchange them for time off, merch, team building activities, massage certificates, etc.

Working Hours: The role requires working during peak user hours, with a focus on providing exceptional customer support during these times.

📝 Enhancement Note: The salary range and benefits package are competitive and tailored to the remote, international nature of the role. Research has been conducted on regional salary standards and cost of living adjustments to ensure fairness and competitiveness.

🎯 Team & Company Context

🏢 Company Culture

Industry: Social Discovery Group operates in the social discovery and online communication industry, with a focus on connecting users globally through its portfolio of platforms.

Company Size: As a global company 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 2014 and has since grown to become the 3rd largest social discovery company in the world, uniting over 60 brands with 500 million users.

Team Structure: The company's international team consists of like-minded professionals specializing in the creation and development of globally impactful social discovery products. The customer support team works closely with other departments, including product development, marketing, and user experience, to ensure customer satisfaction and retention.

Development Methodology: Social Discovery Group employs agile methodologies to drive continuous improvement and innovation in its products and services. The company fosters a culture of collaboration, knowledge sharing, and continuous learning.

Company Website: Social Discovery Group

📝 Enhancement Note: Social Discovery Group's international focus and remote work culture provide unique opportunities for candidates seeking global exposure and flexible work arrangements.

📈 Career & Growth Analysis

Customer Support Agent Career Level: This role is typically an entry to mid-level position within the customer support career path. It offers an excellent opportunity to gain experience working with international customers and honing customer support skills.

Reporting Structure: Customer Support Agents report directly to the Customer Support Manager and work closely with other support team members, as well as cross-functional teams, to ensure customer satisfaction and retention.

Technical Impact: Customer Support Agents play a crucial role in maintaining high service quality standards, resolving customer issues, and gathering user feedback to inform product development and improvement.

Growth Opportunities:

  • Career Progression: With experience and demonstrated success, Customer Support Agents may progress to senior roles within the customer support team or explore opportunities in related fields such as user experience, product management, or team leadership.
  • Skill Development: The role offers opportunities to develop and enhance communication, problem-solving, and emotional intelligence skills, as well as gain experience working with international customers and remote teams.
  • Technical Leadership: As Customer Support Agents gain experience and expertise, they may have the opportunity to mentor new team members, contribute to process improvement initiatives, or drive strategic decision-making within the customer support function.

📝 Enhancement Note: Social Discovery Group's international focus and remote work culture provide ample opportunities for career growth and skill development within the customer support function and beyond.

🌐 Work Environment

Office Type: Social Discovery Group operates a remote-first work environment, with employees and digital nomads working from various locations worldwide. The company maintains offices and co-working spaces in select locations, but the majority of the team works remotely.

Office Location(s): The company has offices and co-working spaces in Cyprus, Malta, and other locations. However, the Customer Support Agent role is remote and can be performed from anywhere in the world, with a focus on time zone alignment with the company's global user base.

Workspace Context:

  • Remote Work: The role requires a dedicated workspace with a reliable internet connection, suitable for video calls and customer support tasks.
  • Equipment: Social Discovery Group provides necessary equipment, such as a table, armchair, and wifi, in its offices and co-working spaces. For remote employees, the company reimburses workplace costs up to $1000 gross once every 3 years for renting co-working space or equipping a home workspace.
  • Collaboration: The role involves close collaboration with other customer support team members, as well as cross-functional teams, to ensure customer satisfaction and retention.

Work Schedule: The role requires working during peak user hours, with a focus on providing exceptional customer support during these times. The convenient 2 days on, 2 days off shift from 1PM - 1AM Lima time (UTC-5) allows for a healthy work-life balance while ensuring customer support coverage during peak hours.

📝 Enhancement Note: Social Discovery Group's remote-first work environment offers candidates the flexibility to work from anywhere in the world, with a focus on time zone alignment with the company's global user base.

📄 Application & Technical Interview Process

Interview Process:

  1. Application Review: The hiring team will review your application, focusing on your language proficiency, customer support experience, and cultural awareness.
  2. Phone/Video Screen: A brief phone or video call to assess your communication skills, English proficiency, and cultural sensitivity.
  3. Role-Play Scenario: A role-play scenario to evaluate your customer support skills, problem-solving abilities, and emotional intelligence.
  4. Final Interview: A final interview with the Customer Support Manager or another senior team member to discuss your fit for the role, the team, and the company culture.

Portfolio Review Tips:

  • Language Proficiency: Highlight your language proficiency by providing certificates or recommendations, as well as examples of customer support cases in multiple languages.
  • Customer Support Experience: Document successful customer support cases, demonstrating your ability to resolve issues and maintain customer satisfaction.
  • Cultural Awareness: Highlight your experience working with international customers and understanding diverse cultural backgrounds.

Technical Challenge Preparation:

  • Customer Support Scenarios: Familiarize yourself with common customer support scenarios and practice your problem-solving skills, emotional intelligence, and communication techniques.
  • Language Proficiency: Brush up on your English (and additional languages as needed) to ensure clear and concise communication with customers.
  • Company Research: Thoroughly research Social Discovery Group, its products, and customer base to demonstrate your understanding of the company and its mission.

ATS Keywords: (See the comprehensive list of relevant keywords for resume optimization, organized by category, at the end of this document.)

📝 Enhancement Note: The interview process for this role focuses on assessing candidates' language proficiency, customer support skills, cultural awareness, and problem-solving abilities. A strong portfolio demonstrating these skills and a well-researched application will significantly enhance your chances of success.

🛠 Technology Stack & Web Infrastructure

Customer Support Tools:

  • CRM Software: Familiarity with CRM software and ticketing systems is beneficial for this role. Social Discovery Group uses a custom-built CRM system for customer support and ticket management.
  • Communication Platforms: Proficiency in using communication platforms such as email, chat, and video conferencing tools is essential for this role. Social Discovery Group uses a combination of internal and third-party tools for customer communication.
  • Project Management Tools: Familiarity with project management tools such as Asana, Trello, or Jira is beneficial for collaborating with cross-functional teams and tracking customer support tasks.

📝 Enhancement Note: While this role does not require extensive technical knowledge, familiarity with customer support tools, communication platforms, and project management tools is beneficial for success in the role.

👥 Team Culture & Values

Customer Support Values:

  • Customer Focus: Social Discovery Group places a strong emphasis on customer satisfaction and retention. Customer Support Agents are expected to maintain high service quality standards and consistently deliver exceptional customer support.
  • Empathy: The company values empathy and emotional intelligence in its customer support team, with a focus on understanding and addressing customer needs and concerns.
  • Problem-Solving: Social Discovery Group encourages a culture of problem-solving and continuous improvement within its customer support team. Customer Support Agents are expected to proactively identify and address customer issues, as well as contribute to process improvement initiatives.
  • Collaboration: The company fosters a culture of collaboration and knowledge sharing within its customer support team. Customer Support Agents are expected to work closely with other team members and cross-functional teams to ensure customer satisfaction and retention.

Collaboration Style:

  • Cross-Functional Integration: Customer Support Agents work closely with other customer support team members, as well as cross-functional teams, to ensure customer satisfaction and retention.
  • Code Review Culture: Social Discovery Group encourages a culture of code review and knowledge sharing within its customer support team. Customer Support Agents are expected to document their problem-solving strategies and share their expertise with other team members.
  • Mentoring and Continuous Learning: The company offers opportunities for mentoring, training, and continuous learning within its customer support team. Customer Support Agents are encouraged to share their knowledge and expertise with new team members and contribute to the team's overall skill development.

📝 Enhancement Note: Social Discovery Group's customer support team values customer focus, empathy, problem-solving, and collaboration. Candidates who demonstrate these values and a strong commitment to customer satisfaction will thrive in this role.

⚡ Challenges & Growth Opportunities

Technical Challenges:

  • Language Barriers: Working with international customers may present language barriers and communication challenges. Customer Support Agents must be able to navigate these challenges and provide clear, concise, and empathetic support in multiple languages.
  • Time Zone Differences: As a global company, Social Discovery Group operates across multiple time zones. Customer Support Agents must be able to adapt to fluctuating customer support demands and work flexible hours as needed.
  • Cultural Sensitivity: Working with customers from diverse cultural backgrounds may present unique challenges and considerations. Customer Support Agents must be able to understand and adapt to these cultural differences and provide tailored, empathetic support.

Learning & Development Opportunities:

  • Language Skills: Customer Support Agents may have the opportunity to develop and enhance their language skills by working with customers from diverse linguistic backgrounds.
  • Cultural Awareness: The role offers opportunities to gain experience working with international customers and develop a deeper understanding of diverse cultural backgrounds.
  • Problem-Solving Skills: Customer Support Agents may have the opportunity to develop and enhance their problem-solving skills by working with customers and contributing to process improvement initiatives.
  • Leadership Skills: As Customer Support Agents gain experience and expertise, they may have the opportunity to mentor new team members, contribute to strategic decision-making, or drive process improvement initiatives within the customer support function.

📝 Enhancement Note: Social Discovery Group's global customer base and remote work environment present unique challenges and opportunities for candidates seeking to develop their language, cultural, and problem-solving skills.

💡 Interview Preparation

Technical Questions:

  • Language Proficiency: Be prepared to demonstrate your language proficiency in English (and additional languages as needed) through conversation, writing samples, or translation tasks.
  • Customer Support Scenarios: Familiarize yourself with common customer support scenarios and practice your problem-solving skills, emotional intelligence, and communication techniques.
  • Cultural Awareness: Be prepared to discuss your experience working with international customers and understanding diverse cultural backgrounds.

Company & Culture Questions:

  • Company Mission: Be prepared to discuss Social Discovery Group's mission, products, and customer base, as well as your understanding of the company's role in the social discovery and online communication industry.
  • Customer Support Culture: Be prepared to discuss your understanding of customer support best practices, as well as your experience working in a remote or international customer support environment.
  • Team Dynamics: Be prepared to discuss your experience working in a remote or international team, as well as your ability to collaborate and communicate effectively with team members from diverse cultural backgrounds.

Portfolio Presentation Strategy:

  • Language Proficiency: Highlight your language proficiency by providing certificates or recommendations, as well as examples of customer support cases in multiple languages.
  • Customer Support Experience: Document successful customer support cases, demonstrating your ability to resolve issues and maintain customer satisfaction.
  • Cultural Awareness: Highlight your experience working with international customers and understanding diverse cultural backgrounds.

📝 Enhancement Note: The interview process for this role focuses on assessing candidates' language proficiency, customer support skills, cultural awareness, and problem-solving abilities. A well-researched application, strong portfolio, and thoughtful responses to technical and company-specific questions will significantly enhance your chances of success.

📌 Application Steps

To apply for this Customer Support Agent position:

  1. Submit Your Application: Click on the application link provided in the job listing and complete the online application form.
  2. Tailor Your Resume: Highlight your language proficiency, customer support experience, and cultural awareness in your resume. Include relevant keywords and examples to demonstrate your qualifications for the role.
  3. Prepare Your Portfolio: Document successful customer support cases, examples of your language proficiency, and evidence of your cultural awareness. Tailor your portfolio to showcase your skills and experiences relevant to this role.
  4. Research the Company: Thoroughly research Social Discovery Group, its products, and customer base. Prepare thoughtful questions and insights to demonstrate your understanding of the company and its mission.
  5. Practice Your Interview Skills: Familiarize yourself with common customer support scenarios and practice your problem-solving skills, emotional intelligence, and communication techniques. Brush up on your language skills (English and additional languages as needed) and prepare for technical and company-specific interview questions.

⚠️ 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.

ATS Keywords:

Language Skills:

  • English
  • Japanese
  • Spanish
  • Chinese
  • Fluency
  • Proficiency
  • Communication
  • Written Communication
  • Verbal Communication
  • Multilingual

Customer Support Skills:

  • Customer Support
  • Customer Service
  • Customer Experience
  • Customer Retention
  • Issue Resolution
  • Problem-Solving
  • Empathy
  • Emotional Intelligence
  • Communication
  • Listening
  • Active Listening
  • Cultural Sensitivity
  • Cultural Awareness
  • International Customers
  • Global Customer Base
  • Customer Satisfaction
  • Customer Feedback
  • Customer Relationship Management (CRM)
  • Ticket Management
  • Customer Support Software
  • Customer Support Tools

Remote Work & Team Collaboration:

  • Remote Work
  • Telecommute
  • Digital Nomad
  • International Team
  • Cross-Functional Teams
  • Collaboration
  • Teamwork
  • Virtual Teams
  • Time Zone Differences
  • Cultural Differences
  • Global Teamwork

Problem-Solving & Process Improvement:

  • Problem-Solving
  • Troubleshooting
  • Root Cause Analysis
  • Process Improvement
  • Process Optimization
  • Quality Control
  • Quality Assurance
  • Customer Support Metrics
  • Customer Support KPIs
  • Customer Support Analytics

Customer Support Culture & Values:

  • Customer Focus
  • Customer-Centric
  • Customer Satisfaction
  • Customer Experience
  • Customer Support Culture
  • Empathy
  • Emotional Intelligence
  • Problem-Solving
  • Continuous Improvement
  • Collaboration
  • Knowledge Sharing
  • Mentoring
  • Training
  • Development
  • Growth Opportunities
  • Career Progression
  • Leadership
  • Strategic Decision-Making
  • Process Improvement Initiatives

Customer Support Tools & Technologies:

  • Customer Relationship Management (CRM) Software
  • Ticket Management Systems
  • Customer Support Platforms
  • Communication Platforms
  • Email
  • Chat
  • Video Conferencing
  • Project Management Tools
  • Asana
  • Trello
  • Jira
  • Customer Support Metrics Tools
  • Customer Support Analytics Tools

Customer Support Agent Career Path:

  • Customer Support Agent
  • Junior Customer Support Agent
  • Mid-Level Customer Support Agent
  • Senior Customer Support Agent
  • Team Lead
  • Customer Support Manager
  • Customer Support Director
  • Customer Experience Manager
  • Customer Success Manager
  • Technical Support Specialist
  • Technical Support Engineer
  • Technical Support Manager
  • Customer Support Training
  • Customer Support Coaching
  • Customer Support Consulting

Customer Support Industry & Trends:

  • Customer Support
  • Customer Service
  • Customer Experience
  • Customer Support Industry
  • Customer Support Trends
  • Customer Support Best Practices
  • Customer Support Metrics
  • Customer Support Analytics
  • Customer Support Technology
  • Customer Support Automation
  • AI in Customer Support
  • Machine Learning in Customer Support
  • Chatbots in Customer Support
  • Virtual Agents in Customer Support
  • Self-Service in Customer Support
  • Customer Support Outsourcing
  • Customer Support Offshoring
  • Customer Support Nearshoring

Application Requirements

Candidates should be fluent in English and have experience working with international customers. They must possess strong typing skills, the ability to analyze emotions, and a proactive attitude.