📍 Job Overview

• Job Title: Scribd Tier 1 Customer Support Tickets/Emails
• Company: ModSquad
• Location: COL Remote
• Job Type: Part-Time
• Category: Customer Support
• Date Posted: 2025-08-01
• Experience Level: Entry Level (0-2 years)
• Remote Status: Remote Solely

🚀 Role Summary

• Handle a variety of customer support tickets and emails for Scribd, a global digital library, e-book, and audiobook subscription service.
• Provide excellent customer service through Zendesk, managing refunds, subscription cancellations, payment issues, and more.
• Work independently and adapt quickly to a fast-paced environment, personalizing responses and showing empathy to customers.
• Collaborate with a remote team to ensure customer satisfaction and resolve issues efficiently.

💻 Primary Responsibilities

• Customer Support: Handle customer inquiries, complaints, and feedback via Zendesk, ensuring high customer satisfaction.
• Ticket Management: Prioritize, categorize, and resolve tickets in a timely manner, escalating complex issues when necessary.
• Issue Resolution: Troubleshoot and resolve technical issues, refunds, and subscription-related problems.
• Communication: Maintain clear and professional communication with customers, providing accurate information and updates.
• Feedback Analysis: Gather and analyze customer feedback to identify trends and suggest improvements.

🎓 Skills & Qualifications

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

Experience: 0-2 years of customer support or related experience.

Required Skills:

• Excellent communication skills in English.
• Strong problem-solving abilities and resourcefulness.
• Empathy and ability to personalize responses.
• Fast learner and adaptable to a fast-paced environment.
• Experience with Zendesk or similar ticketing systems.
• Familiarity with admin tasks and payment processors.

Preferred Skills:

• Experience in a remote work environment.
• Knowledge of Scribd or similar subscription-based services.
• Familiarity with Slideshare tickets.

📊 Web Portfolio & Project Requirements

Not applicable for this role

💵 Compensation & Benefits

Salary Range: To be discussed in the interview phase.

Benefits:

• Flexible scheduling and remote work environment.
• Opportunity to work with a global team and gain experience in a fast-paced customer support role.

Working Hours: 30 hours per week, with a commitment of 90 days. The project operates on a 24/7 schedule.

🎯 Team & Company Context

Company Culture: ModSquad is a global platform that provides on-demand, experienced remote moderators and digital customer experience solutions. They value adaptability, professionalism, and a customer-focused approach.

Team Structure: The Scribd project team consists of remote customer support specialists working together to ensure customer satisfaction and resolve issues efficiently.

Development Methodology: The team follows a ticket-based system using Zendesk, prioritizing and resolving customer issues in a timely manner.

Company Website: ModSquad

📈 Career & Growth Analysis

Customer Support Career Level: This role is an entry-level position in customer support, offering an opportunity to gain experience in a fast-paced, remote work environment.

Reporting Structure: As a Tier 1 support specialist, you will report directly to the project manager. Collaborate with the team to ensure customer satisfaction and efficient issue resolution.

Technical Impact: Your work will directly impact customer satisfaction and retention for Scribd, a global digital library and subscription service.

🌐 Work Environment

Office Type: Remote work environment, with no physical office required.

Office Location(s): The role can be performed from any location with a stable internet connection.

Workspace Context:

• Work independently from a quiet, dedicated workspace with a reliable internet connection.
• Collaborate with a remote team using communication tools such as email, chat, and video conferencing.
• Maintain a professional and customer-focused demeanor while handling sensitive customer information.

Work Schedule: The project operates on a 24/7 schedule, with flexible scheduling options available. You will be required to work 30 hours per week, with a commitment of 90 days.

📄 Application & Technical Interview Process

Interview Process:

1. Initial screening to assess communication skills and customer support experience.
2. Role-play scenarios to evaluate problem-solving abilities and empathy.
3. Background check and onboarding process.

Portfolio Review Tips: Not applicable for this role

Technical Challenge Preparation: Not applicable for this role

ATS Keywords: Customer Service, Zendesk, Empathy, Fast Learner, Adaptability, Communication, Problem Solving, Independence, Remote Work, Ticket Management, Issue Resolution, Customer Satisfaction, Subscription-Based Services, Payment Processors.

🛠 Technology Stack & Web Infrastructure

Not applicable for this role

👥 Team Culture & Values

Customer Support Values:

• Empathy and active listening to understand and address customer needs.
• Professionalism and clear communication in all interactions.
• Adaptability and resourcefulness in resolving customer issues.
• Collaboration and teamwork to ensure customer satisfaction and efficient issue resolution.

Collaboration Style:

• Work independently while maintaining open communication with the team.
• Collaborate with team members to resolve complex customer issues and share best practices.
• Maintain a customer-focused approach in all interactions and decisions.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Managing a high volume of tickets and emails efficiently.
• Resolving complex customer issues and escalations.
• Adapting to a fast-paced, remote work environment.

Learning & Development Opportunities:

• Gain experience in a global customer support role for a subscription-based service.
• Develop problem-solving and communication skills in a fast-paced environment.
• Collaborate with a remote team to improve customer satisfaction and retention.

💡 Interview Preparation

Technical Questions:

• Describe a time when you had to handle a difficult customer and how you resolved the issue.
• How do you prioritize and manage a high volume of tickets and emails?
• Can you walk us through your problem-solving process for a complex customer issue?

Company & Culture Questions:

• Why are you interested in this remote customer support role with ModSquad?
• How do you maintain a customer-focused approach in a fast-paced, remote work environment?
• What do you think sets ModSquad apart from other customer support providers?

Portfolio Presentation Strategy: Not applicable for this role

📌 Application Steps

To apply for this customer support position:

1. Submit your application through the provided link.
2. Prepare for the interview by reviewing common customer support scenarios and practicing your problem-solving and communication skills.
3. Research ModSquad and Scribd to understand their services and customer support approach.
4. Be ready to discuss your experience with Zendesk or similar ticketing systems and any relevant customer support experience.

⚠️ 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.