Junior Customer Support Representative (Tickets)

ABOUT US Ruby Labs is a leading tech company that creates and operates innovative consumer products. We offer a diverse range of opportunities across the health, education, and entertainment industries. Our innovative teams are driving the future of consumer-led products, and we're always looking for passionate individuals to join us. Learn more about our story at: https://rubylabs.com/about-us/ ABOUT THE ROLE As a Junior Customer Support Representative – Tickets, you will handle routine support tickets and assist with ticket triage and processing. You will play a key role in maintaining high customer satisfaction and supporting the team in meeting departmental Key Performance Indicators (KPIs) and Service Level Agreements (SLAs). KEY RESPONSIBILITIES - Handle routine customer support tickets efficiently and professionally. - Assist with ticket triage and processing to ensure timely resolution. - Escalate complex issues to senior team members or relevant internal teams when necessary. - Work towards achieving the set Key Performance Indicators and Service Level Agreements. - Strive to provide accurate and friendly first-contact support to customers. - Gather basic customer feedback to help improve our products and services. - Assist in handling billing queries under guidance when required. QUALIFICATIONS - 1–2 years of experience in customer support. - Strong attention to detail and accuracy. - A friendly demeanor with a passion for providing customer support. - Good communication and interpersonal skills. - Basic problem-solving abilities with a customer-focused mindset. - Familiarity with CRM systems and support tools is a plus. - Ability to follow established procedures for ticket handling and escalation. - Willingness to learn and adapt quickly in a fast-paced support environment. LOCATION Ruby Labs operates within the CET (Central European Time) zone. Applicants from any country are welcome to apply for the position as long as they are located within approximately ± 4 hours of CET. This ensures optimal collaboration and communication during working hours. BENEFITS Discover the perks of being part of our vibrant team! We offer: - Remote Work Environment: Embrace the freedom to work from anywhere, anytime, promoting a healthy work-life balance. - Unlimited PTO: Enjoy unlimited paid time off to recharge and prioritize your well-being, without counting days. - Paid National Holidays: Celebrate and relax on national holidays with paid time off to unwind and recharge. - Company-provided MacBook: Experience seamless productivity with top-notch Apple MacBooks provided to all employees who need them. - Flexible Independent Contractor Agreement: Unlock the benefits of flexibility, autonomy, and entrepreneurial opportunities. Benefit from tax advantages, networking opportunities, reduced employment obligations, and the freedom to work from anywhere. Read more about it here: https://docs.google.com/document/d/1nkrN76JlZkbKj9WSOhlT1_mni_CZeDkHdwfIjPXVwvk/preview?tab=t.0#heading=h.ndsdl4wapxtt Be part of our fast-growing team and seize this excellent opportunity for personal and professional growth! INTERVIEW PROCESS After submitting your application, we conduct a thorough review which typically takes 3 to 5 days, but may occasionally take longer due to the volume of applications received. If we see a potential fit, we proceed with the following steps: - Recruiter Screening (30 minutes) - Technical Interview (45 minutes) - Final Interview (30 minutes) LIFE AT RUBY LABS At Ruby Labs, we move fast, aim high, and expect the same from our team. We’re not here to play small—we’re here to build, grow, and win. That means we look for people who are ambitious, driven, and ready to give their best every single day. This is a place for individuals who thrive under pressure, embrace challenges, and see opportunity in every obstacle. If you’re hungry to achieve, motivated by impact, and want to grow at the speed of your own ambition, Ruby Labs offers the platform to make it happen. Here, effort is matched with reward. We recognize those who go all in and deliver results, and we create space for people who want more—more responsibility, more growth, and more success. #LI-Remote