Support Operations and Quality Control Agent

We are looking for a systematic and organized Support Operations and Quality Control Agent to join our team. In this position, you will play a crucial role in ensuring the quality of provided services and effectiveness of the Digital Customer Service Team.

Our perfect candidate is someone who has an extensive background in the field of Customer Support and who always strives to ensure operational excellence and drive process improvement.

About us

EMRG Capital is a venture studio. It means that we serially create new businesses and startups. Here are some of the projects that we have already launched, and here’s a short greeting from the founders.

We are young, talented, and competitive folks from all around the world: Ukraine, the USA, Germany, Switzerland, Poland, the UK, and many other countries. We are about fifty, and we are a fully remote team.

We only hire the top 5% of candidates, but those who get in receive systematic training, resources, and a level of responsibility that is hard to find anywhere else in the market: the average age of middle and top managers in our company is just 25 years, the youngest being just 18.

About the project

Our Financial wing helps our clients in Switzerland in establishing effective financial marketing and customer service strategies and processes for their investment products. Our team is running Marketing and Customer Support activities for well-recognized financial brands in the field of hospitality, digital technologies, and more. Our clients have been covered in international media including Bloomberg, The New York Times and have been endorsed by such celebrities as Steve Wozniak, co-Founder of Apple.

The processes you will support:

• Support and maintain existing operations and create new ones (procedures, templates, knowledge base, tools)
• Perform quality assurance audits of the calls and email communications to ensure adherence to established processes and take the lead in driving process improvement
• Systematize existing processes and implement improvements to increase their efficiency
• Analyze data for compliance with expected outcomes, identify quality issues, recommend solutions, and set up new processes
• Perform root cause analysis on data quality errors, address data, and identify steps to fix issues
• Develop and document new processes related to data quality and maintain data records
• Onboard new team members of the department
• Organize the process of customization of the tools that are used for communication with customers (Calendly, WhatsApp, etc.)

Qualifications:

• At least 1 year of experience in the field of Customer Support
• Advanced spoken and written English
• Impeccable attention to detail
• Strong problem-solving, and decision-making skills, conceptual thinking
• Structured person
• Experience in building from scratch, setting up, and improving complex processes
• Exceptional research and analytical skills
• Excellent data collection skills
• Ability to conduct root cause analysis and recommend both short-term and long-term solutions

Would be an advantage:

• Prior experience in Support Operations
• Hands-on experience in Quality Assurance (especially in calls and emails)
• Any kind of experience in using Artificial Intelligence tools for Customer Service

The terms of cooperation:

• A full-time, fully remote position
• Flexible schedule, Monday to Friday

To give candidates a clearer understanding of the job responsibilities, we have created a test task that reflects real cases taken directly from our recent practice.

Contact us

Send us your CV to @joinemrg on Telegram with the tag #supportoperations. We would be happy to get to know you better, answer any questions you may have, and provide you with a test task.

Feel free to check the current status of other job openings in our Telegram@emrgcap and Instagram[відгукнутися].