Mid-Level 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 Middle Customer Support Representative – Tickets, you will handle the primary support ticket queue and ensure exceptional customer satisfaction. You will be responsible for resolving customer queries, managing more complex or escalated cases, and coordinating with internal teams when necessary. You will play a crucial role in meeting departmental Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).

Key Responsibilities

• Handle the primary customer support ticket queue efficiently and professionally.

• Address and resolve the most common customer queries quickly and effectively.

• Manage complex or escalated customer issues and ensure proper resolution.

• Coordinate with product, risk, or other internal teams when issues require cross-team collaboration.

• Work towards achieving and exceeding the set Key Performance Indicators and Service Level Agreements to ensure timely and high-quality customer support.

• Strive to reduce incoming support volume by focusing on first-contact resolution, providing comprehensive solutions, and proactively advising customers on best practices.

• Identify and escalate issues beyond your scope to the appropriate teams or individuals.

• Gather valuable customer feedback to help improve our products and services continuously.

• Assist in handling billing queries quickly and efficiently.

• Process refunds when required.

Qualifications

• A friendly demeanor with a passion for providing exceptional customer support.

• Excellent communication and interpersonal skills.

• Strong problem-solving abilities with a customer-focused mindset.

• Experience handling support tickets and resolving customer issues effectively.

• Familiarity with CRM systems and customer support tools.

• Ability to manage complex or escalated customer cases professionally.

• Ability to coordinate with internal teams such as product or risk when required.

• Ability to adapt and learn quickly in a fast-paced 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/1tzxGX4Uu7Ts_HCLFXESKLnKaaBfVCPf1f9AYZPrkjJM/preview?tab=t.0

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 (40 minutes)

• Technical Interview (45 minutes)

• Final Interview (45 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