Global Customer Support Representative - Remote

4w4 weeks ago

ZigZag Global

BG · Full-time · BGN 30,000 – BGN 50,000

About this role

ZigZag Global is an award-winning eCommerce returns and post-purchase specialist founded in 2015. We are building the world’s most connected post-purchase and returns network with over 250 team members across multiple countries. Join as a Global Customer Support Representative in this remote/hybrid role based in Bulgaria.

Handle incoming customer queries via email, chat, or support tickets while providing professional, courteous, and empathetic service. Assist retailers with return orders, parcel status queries, missing or delayed parcels, and follow up with third parties. Manage refund claims on platforms like Adyen and Braintree, and fix failed labels in the platform.

The Global Customer Support team seeks a motivated, customer-oriented individual to resolve inquiries and troubleshoot issues. Embody our values of Start-up Spirit, Human Heart, and Grown-up Mindset in a collaborative environment. Our SaaS platform serves over 1100 companies across 170 countries, including major retail and logistics clients.

Contribute to a team where Purpose, Vision, and Values guide actions and foster positive relationships. Create an environment where colleagues and customers feel appreciated and valued. Passionate individuals eager to make a positive impact are invited to apply.

Requirements

Must already live in Bulgaria and have the legal right to work there
Motivated and customer-oriented individual
Resonates with company Purpose, Vision, and Values
Commitment to fostering positive relationships with colleagues and customers
Passionate about making a positive impact and caring for colleagues and clients
Embraces collaborative mindset with Start-up Spirit, Human Heart, and Grown-up Mindset
Able to perform basic troubleshooting to identify and resolve common technical problems

Responsibilities

Handle incoming customer queries via email, chat or support tickets
Provide a professional, courteous, and empathetic experience for all clients
Assist retailers with customer return orders or parcel status queries
Investigate missing or delayed parcels and follow up with third parties to resolve cases
Raise carrier claims as required
Deal with refund claims on external platforms such as Adyen and Braintree
Fix failed labels in the platform and escalate to technical team where needed
Gather and document detailed information about customer issues for efficient resolution

Benefits

Permanent full-time employment
Remote/hybrid role with flexible location
Join a collaborative team across UK, Bulgaria, France, Portugal, Germany, and Spain
Work with leading enterprise retail and logistics clients