Customer Support Representative

⌘ Role Overview Timeleft is on a mission to fight loneliness by bringing strangers together through shared experiences — and making it feel like the most natural thing in the world. Customer Support isn't a back-office function here; it's the human voice of that mission. As a Customer Support Representative, you'll be the first point of contact for Timeleft users. Every interaction you have directly shapes whether someone feels welcomed, heard, and excited to come back. This is a freelance position, Monday to Friday from 7:00 a.m. to 4:00 p.m (including a one hour break), for someone who genuinely enjoys helping people, stays calm under pressure, and takes pride in a well-crafted response. ⌘ Key Responsibilities Respond promptly to customer enquiries across email, chat, and social media with empathy and clarity Tailor responses to each customer's individual context and tone Manage a high volume of tickets efficiently, without letting quality slip Flag recurring issues and critical bugs to the relevant internal teams Contribute to the internal knowledge base and FAQ Spot opportunities to simplify or automate support processes — and speak up about them Triage and prioritise tickets based on urgency and impact ⌘ Skills & Competencies Strong written communication skills and a natural sense of empathy Ability to juggle multiple conversations while keeping accuracy high Experience with support platforms such as Zendesk A proactive, problem-solving mindset — you don't wait to be told something's broken Comfortable working independently in a remote, fast-paced environment ⌘ Required experience Previous experience in customer support is required Fluency in English is essential ⌘ Recruitment process Preliminary questions - You will receive a short list of questions to answer. This step helps un evaluate your motivation and basic customer support background. Introduction Call - A conversation with Customer Support Lead to introduce the company, the role, and learn more about you. Case Study - Practical exercise to evaluate your skills. Final Interview - A conversation with Head of CX to assess further your skills and culture fit with the team and the company.