Senior Customer Support Analyst

About Driffle:
Driffle is a digital goods marketplace that connects gamers with worldwide sellers. We are a team of gamers with the aim of making gaming accessible and affordable to everyone. We have seen 20x growth in past 6 months and are rapidly scaling. We offer a wide range of products including games, gift cards, DLC subscriptions, and game points for platforms like Nintendo, Xbox, PSP, and PlayStation.
About the Role:
We are seeking Customer Support Analysts to join our team and be responsible for assisting our customers with their inquiries, concerns, and complaints post-sales. The successful candidate will be responsible for providing exceptional customer service through phone, email, chat, and social media.
Key Responsibilities:
Responding to customer inquiries, concerns, and complaints via email.
Resolving customer complaints and escalating issues as needed to the appropriate department.
Identifying areas of improvement in the customer service process and providing feedback to the management team.
Meeting and exceeding customer service metrics, including response time, resolution time, and customer satisfaction scores.
Serve as the main point of contact for customer inquiries, concerns, and feedback, and respond in a timely and professional manner.
Requirements:
Excellent communication skills, both written and verbal, with the ability to articulate complex concepts to non-technical stakeholders.
2+ years of experience in Email Support or customer support, preferably in a product or gaming company.
Excellent problem-solving skills with the ability to identify and resolve customer issues in a timely and effective manner.
Comfortable working in a fast-paced and dynamic environment.
Knowledge of customer service best practices, techniques and Freshdesk.
*Please note:* This position requires a 6-day work week with no week off on the weekends and will be a rotational shift.

Work arrangement
No