Customer Experience Agent managing customer inquiries at a digital finance company. Involves resolving issues, providing support, and maintaining customer relationships in Manchester.
About the role
- Support Specialist assisting developers with account and billing questions at Replit. Collaborating with global teams to enhance user experience and product support.
Responsibilities
- Work directly with Replit customers via support tickets to solve account, billing, and product issues, while meeting daily ticket volume and resolution time targets
- Collaborate with the rest of the Support team in telling the story of our users to the rest of Replit
- Directly contribute to and maintain the Support’s Team's Knowledge Base
- Partner with Engineering and other internal teams to resolve complex billing escalations
- Help shape and refine support processes as the team and product continue to grow
Requirements
- 4+ years of customer support experience
- Experience with support platforms (Zendesk), payment systems (Stripe, Orb), and ticketing workflows
- Excellent communication skills and a proactive approach to asking questions and resolving ambiguity
- Ability to work efficiently in fast-paced, high-volume support environments
- Strong time management and ticket triage skills
- Comfortable working in a metrics-driven environment
- Able to work independently while collaborating effectively with cross-functional teams
Benefits
- Competitive Salary & Equity
- 401(k) Program with a 4% match
- Health, Dental, Vision and Life Insurance
- Short Term and Long Term Disability
- Paid Parental, Medical, Caregiver Leave
- Commuter Benefits
- Monthly Wellness Stipend
- Autonomous Work Environment
- In Office Set-Up Reimbursement
- Flexible Time Off (FTO) + Holidays
- Quarterly Team Gatherings
- In Office Amenities
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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