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.

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