CX & Technical Support Associate at Cloud9 Marketing

About the Role

We are looking for a sharp, energetic CX & Technical Support Associate to be the frontline hero for our users. You'll help customers resolve issues, understand our platform features, troubleshoot technical problems, and deliver a delightful support experience across all customer experience channels.

Key Responsibilities

• Provide fast, friendly, high-quality support via chat, email, social media, and phone
• Troubleshoot user issues, payment failures, transaction delays, and app navigation questions
• Escalate bugs, fraud signals, and technical issues to engineering and product teams
• Maintain accurate ticket logs and internal documentation
• Assist with onboarding new users and educating them on platform features
• Track user pain points and propose process and product improvements
• Support community engagement and reputation management on social platforms

Required Qualifications

• 1–3 years of 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 serving youth audiences
• Ability to stay calm, clear, and solution-oriented under pressure