📍 Job Overview

Job Title: Hybrid Customer Support Representative
Company: Yellow Social Interactive
Location: Saint John’s, Saint John, Antigua and Barbuda
Job Type: Full-Time (Remote OK)
Category: Customer Support
Date Posted: June 18, 2025
Experience Level: Entry to Mid-level (0-2 years)
Remote Status: Hybrid (Remote work available)

🚀 Role Summary

Provide exceptional customer support for Yellow Social Interactive's social gaming platforms via email and live chat.
Work in a fast-paced environment, handling customer inquiries, troubleshooting issues, and maintaining customer records.
Collaborate with the customer support team to meet personal and team targets.
Contribute to the team's effort by accomplishing related results as needed.

📝 Enhancement Note: This role requires strong communication skills, adaptability, and the ability to multitask and manage time effectively. Customer support experience is essential for success in this position.

💻 Primary Responsibilities

Customer Interaction: Serve customers by providing product and service information, resolving product and service problems, and maintaining customer records.
Problem Resolution: Clarify customer complaints, determine the cause of problems, and select the best solution to resolve them.
Customer Analysis: Recommend potential products or services to management by collecting customer information and analyzing customer needs.
Team Collaboration: Contribute to team effort by accomplishing related results as needed and meeting personal/customer service team targets.
Communication: Follow communication procedures, guidelines, and policies to ensure consistent and professional customer support.

📝 Enhancement Note: This role requires a proactive approach to customer support, with a focus on earning customers' trust and going above and beyond to offer the best solutions.

🎓 Skills & Qualifications

Education: High school diploma or equivalent. Relevant experience may substitute for formal education.

Experience: 0-2 years of customer support experience preferred.

Required Skills:

Fluent in English
Strong contact handling skills and active listening
Familiarity with CRM systems and practices
Ability to adapt/respond to different types of customers
Excellent communication and presentation skills
Ability to multitask, prioritize, and manage time effectively

Preferred Skills:

Experience in the social gaming industry
Bilingual or multilingual skills
Knowledge of customer support software and tools

📝 Enhancement Note: While not required, experience in the social gaming industry and bilingual or multilingual skills would be beneficial for success in this role.

📊 Customer Support Portfolio & Project Requirements

Portfolio Essentials:

Examples of successful customer interactions, demonstrating problem-solving skills and customer satisfaction.
Evidence of meeting or exceeding customer support targets and key performance indicators (KPIs).
Examples of customer feedback or testimonials highlighting exceptional customer support.

Technical Documentation:

Customer support process documents, demonstrating understanding of company policies and procedures.
Examples of customer support training materials or certifications.

📝 Enhancement Note: A strong customer support portfolio will demonstrate the candidate's ability to provide exceptional customer service, resolve customer issues, and maintain customer records accurately.

💵 Compensation & Benefits

Salary Range: XCD 3,005 monthly gross (Antiguan Dollar)

Benefits:

Private Health Insurance
Training and opportunities for professional development
Dynamic and collaborative work environment
Performance bonus

Working Hours: 40 hours per week, with a weekly rotation including weekends and public holidays.

📝 Enhancement Note: The salary range provided is based on the company's listing and is in line with industry standards for entry to mid-level customer support roles in the social gaming industry.

🎯 Team & Company Context

🏢 Company Culture

Industry: Social gaming

Company Size: Medium (50-250 employees)

Founded: Not specified

Team Structure:

Customer Support Team (focus of this role)
Game Development Teams
Marketing and Sales Teams
Executive Management

Development Methodology: Agile/Scrum methodologies, with a focus on continuous improvement and customer satisfaction.

Company Website: yellowsocialinteractive.com

📝 Enhancement Note: Yellow Social Interactive is a dynamic and innovative leader in the social gaming industry, dedicated to creating engaging and interactive experiences across various platforms. The company seeks exceptional, talented individuals who aim for excellence and can build and scale business functions.

📈 Career & Growth Analysis

Customer Support Career Level: Entry to Mid-level (0-2 years)

Reporting Structure: Reports directly to the Customer Support Manager.

Technical Impact: Directly impacts customer satisfaction, loyalty, and retention by providing exceptional customer support and resolving customer issues efficiently.

Growth Opportunities:

Progression to Senior Customer Support Representative or Team Lead role.
Opportunities to specialize in specific customer support areas, such as VIP customer support or technical support.
Potential career paths in customer success, account management, or other customer-facing roles within the social gaming industry.

📝 Enhancement Note: This role offers opportunities for career growth and professional development within the customer support field and the broader social gaming industry.

🌐 Work Environment

Office Type: Hybrid (remote work available)

Office Location(s): Saint John’s, Saint John, Antigua and Barbuda (with remote work options)

Workspace Context:

Collaborative work environment with a focus on customer satisfaction and team success.
Access to customer support tools, software, and resources to provide exceptional customer service.
Opportunities for professional development and training to enhance customer support skills.

Work Schedule: Weekly rotation, including weekends and public holidays, with a focus on providing 24/7 customer support.

📝 Enhancement Note: The hybrid work environment at Yellow Social Interactive allows for flexibility and a healthy work-life balance while maintaining a strong focus on customer support and team collaboration.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief phone or video call to assess communication skills and cultural fit.
Customer Support Assessment: A practical assessment of customer support skills, including handling customer inquiries, troubleshooting issues, and maintaining customer records.
Final Interview: A discussion with the Customer Support Manager to assess fit, answer questions, and make a final decision.

Portfolio Review Tips:

Highlight successful customer interactions and problem-solving examples.
Demonstrate understanding of customer support processes and procedures.
Showcase any relevant customer support certifications or training materials.

Technical Challenge Preparation:

Brush up on customer support skills and familiarize yourself with common customer inquiries and issues.
Practice active listening and problem-solving techniques.
Prepare questions to ask the interviewer about the company, team, or role.

ATS Keywords: Customer support, customer service, problem-solving, communication, active listening, CRM, customer satisfaction, customer retention, customer loyalty, customer success, social gaming, hybrid work environment.

📝 Enhancement Note: The interview process for this role focuses on assessing the candidate's customer support skills, communication abilities, and cultural fit within the Yellow Social Interactive team.

🛠 Customer Support Tools & Software

Customer Support Tools:

CRM software (e.g., Zendesk, Salesforce, or HubSpot)
Customer support ticketing systems (e.g., Zendesk Support, Freshdesk, or Jira Service Management)
Live chat software (e.g., Zendesk Chat, LiveChat, or Olark)

Communication Tools:

Email clients (e.g., Gmail, Outlook, or Yahoo Mail)
Instant messaging platforms (e.g., Slack, Microsoft Teams, or Google Chat)
Video conferencing tools (e.g., Zoom, Google Meet, or Skype)

📝 Enhancement Note: Familiarity with customer support tools, software, and communication platforms is essential for success in this role. Candidates should be comfortable learning and using new tools as needed.

👥 Team Culture & Values

Customer Support Values:

Exceptional customer service
Active listening and empathy
Problem-solving and troubleshooting skills
Strong communication and presentation skills
Ability to multitask, prioritize, and manage time effectively
Adaptability and responsiveness to different types of customers

Collaboration Style:

Collaborative and team-oriented approach to customer support.
Open communication and regular team meetings to discuss customer feedback, performance, and areas for improvement.
Cross-functional collaboration with game development, marketing, and sales teams to ensure customer satisfaction and retention.

📝 Enhancement Note: Yellow Social Interactive's customer support team values exceptional customer service, active listening, and collaboration to ensure customer satisfaction and retention. The team works together to provide the best possible customer experience and resolve customer issues efficiently.

⚡ Challenges & Growth Opportunities

Customer Support Challenges:

Handling high volumes of customer inquiries and issues during peak periods.
Managing difficult or upset customers and maintaining a calm and professional demeanor.
Balancing customer support responsibilities with administrative tasks and team meetings.
Keeping up-to-date with company policies, procedures, and product updates.

Learning & Development Opportunities:

Customer support training and certifications.
Opportunities to specialize in specific customer support areas or take on leadership roles.
Access to professional development resources and workshops.
Collaboration with cross-functional teams to gain a deeper understanding of the social gaming industry and customer needs.

📝 Enhancement Note: This role presents various challenges and growth opportunities for customer support professionals looking to develop their skills, advance their careers, and make a significant impact on customer satisfaction and retention.

💡 Interview Preparation

Customer Support Interview Questions:

Technical Questions:
- Describe a time when you had to handle a difficult customer. How did you approach the situation, and what was the outcome?
- How do you prioritize customer support tasks and manage your time effectively?
- Can you walk me through your process for troubleshooting a customer issue?
- How do you stay up-to-date with company policies, procedures, and product updates?
Company & Culture Questions:
- Why are you interested in working for Yellow Social Interactive?
- How do you think you can contribute to our customer support team's success?
- What do you think sets Yellow Social Interactive apart from other social gaming companies?
- How do you approach working in a hybrid environment, and what do you think are the benefits and challenges?
Portfolio Presentation Strategy:
- Highlight successful customer interactions and problem-solving examples.
- Demonstrate understanding of customer support processes and procedures.
- Showcase any relevant customer support certifications or training materials.
- Prepare questions to ask the interviewer about the company, team, or role.

📝 Enhancement Note: Preparing for the customer support interview involves brushing up on customer support skills, familiarizing oneself with the company and its values, and practicing common interview questions and scenarios.

📌 Application Steps

To apply for this Hybrid Customer Support Representative position:

Submit your application through the application link provided.
Tailor your resume and cover letter to highlight your customer support experience, skills, and achievements.
Prepare a portfolio showcasing successful customer interactions, problem-solving examples, and any relevant customer support certifications or training materials.
Research Yellow Social Interactive, familiarize yourself with the company's values and culture, and prepare questions to ask the interviewer.
Practice common customer support interview questions and scenarios to ensure you are well-prepared for the interview process.

⚠️ 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.

Content Guidelines (IMPORTANT: Do not include this in the output)

Customer Support-Specific Focus:

Tailor every section specifically to customer support roles.
Include customer support methodologies, active listening principles, and problem-solving practices.
Emphasize customer support portfolio requirements, live interaction demonstrations, and customer satisfaction metrics.
Address customer support team dynamics, cross-functional collaboration with game development, marketing, and sales teams.
Focus on customer support career progression, emerging customer support technologies, and technical specialization.

Quality Standards:

Ensure no content overlap between sections – each section must contain unique information.
Only include Enhancement Notes when making significant inferences about customer support processes, team structure, or company culture.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute customer support and social gaming-related keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and customer support specialization.

Industry Expertise:

Include specific customer support tools, software, and communication platforms relevant to the role.
Address customer support career progression paths and technical leadership opportunities in customer support teams.
Provide tactical advice for customer support portfolio development, live demonstrations, and project case studies.
Include customer support interview preparation and problem-solving guidance.
Emphasize active listening, problem-solving, and customer satisfaction principles.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use customer support and social gaming industry terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to customer support professionals.
Provide actionable insights that give customer support candidates a competitive advantage.
Focus on customer support team culture, cross-functional collaboration, and customer impact measurement.

Customer Support Focus & Portfolio Emphasis:

Emphasize customer support best practices, active listening principles, and problem-solving techniques.
Include specific portfolio requirements tailored to the customer support discipline and role level.
Address customer interaction, issue resolution, and customer satisfaction metrics.
Focus on problem-solving methods, customer satisfaction, and customer retention strategies.
Include technical presentation skills and stakeholder communication for customer support projects.

Avoid:

Generic business jargon not relevant to customer support roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-technical terminology unless relevant to the specific customer support role.
Marketing language unrelated to customer support, social gaming, or customer experience.

Generate comprehensive, customer support-focused content that serves as a valuable resource for customer support professionals evaluating career opportunities and preparing for technical interviews in the social gaming industry.

Customer Support Representative