CX & Technical Support Associate at Cloud9 Marketing

We are looking for a sharp, energetic CX & Technical Support Associate to be the frontline hero for our users. You’ll help customers(cloud9ers) resolve issues, understand Cloud9 features, troubleshoot technical problems, and deliver a delightful support experience across all our customer experience channels. Key Responsibilities - Provide fast, friendly, high-quality support via chat, email, social, and phone. - Troubleshoot user issues, payment failures, transaction delays, and app navigation questions. - Escalate bugs, fraud signals, and technical issues to engineering & product teams. - Maintain accurate ticket logs and internal documentation. - Assist with onboarding new users and educating them on Cloud9 features. - Track user pain points and propose process/product improvements. - Support community engagement and reputation management on social platforms. Requirements - 1–3 years experience in customer support, technical support, or fintech operations. - Strong communication, empathy, and problem-solving skills. - Basic technical troubleshooting ability (logs, screenshots, device types, app versions). - Familiarity with CRMs and ticketing tools (e.g., Zendesk, Intercom, Freshdesk). - Passion for digital products, fintech, and youth. - Ability to stay calm, clear, and solution-oriented under pressure. Check how your CV aligns with this job