9elements Holding GmbH

Customer Experience Specialist

About us

Hi! We are IMG.LY!
Our love for technology & design is the core of our work, and we continually bring that alive with every step in the community across industries. IMG.LY firmly believes in accessible, stunning design for everyone. That is why we have powered over 600 innovative startups, Governments, and Fortune 500 businesses with our SDKs.
PhotoEditor SDK, VideoEditor SDK, and CreativeEditor SDK bring fully customizable design editors to applications.

We are a fully remote company. That means you manage your own time and place while we bring neat design tools to every corner of the world - together! IMG.LY embraces a culture of flexibility, written documentation, open company communication, and collaboration. Choose your Batcave and join us on our mission!

Your mission

Operational level:

  • Work with our ticketing system, Zendesk, and get an understanding of its workflows, automations, etc.
  • Create monthly reports of the current support situation
  • Daily support dealings with customers
  • Handle customer complaints, provide solutions and alternatives
  • Know about recurring issues from different platforms

Strategic level:

  • Function as the intersection between departments being able to strengthen the importance of Support
  • Improve processes and enhance the efficiency of the Support Department
  • Handle complaint calls & difficult cases working closely with the Sales Team
  • Continue to enhance the new setup of our Knowledgebase
  • Know about timings, releases and pull knowledge from other departments
  • Keep the team at hand together and organise the Support Team

 

Your profile

  • Basic knowledge about Software Development / IT Management
  • Thirsty for knowledge about our products, platforms, and processes
  • Former experience with customer support or sales 
  • Critical thinking
  • Customer- and Solution orientation
  • Leadership skills
  • Communication skills

 

Perks

  • Competitive salary
  • Equity
  • Latest tech equipment & budget for your customized tech needs
  • Remote-friendly
  • Opportunities to attend industry conferences
  • Annual company off-sites in awesome locations
  • Great team & market environments, providing unlimited career growth potential.