Customer Support Manager

We are looking for NATIVE ENGLISH writers to write for us. English grammar must be STELLAR!
US work background is preferred. 

Functions:
Communicate with clients and leads mostly through chat, calls, and the occasional email. 
- Ensure fast response and assistance.
- Responding promptly to customer inquiries
- Acknowledging and resolving customer complaints promptly
- Answer chats on the 1st line accordingly to FAQ within 30 seconds.
- Guide users all along the way.
- Facilitate all B2C user interactions with the company and increase user retention by delivering high-end and customer-oriented support.
- Increase the quality and chat success rate and tailor solutions to client's needs.
- Be user-needs oriented, build industry-best customer support by putting the highest priority on client's issues and shortening resolution time.
- Maintaining a positive, empathetic, and professional attitude toward customers at all times
- Providing customer feedback.
- Collaborating with internal teams to address complex issues, bug reporting, and product improvements.

Requirements:

Ability to work 2/2 12h night shifts;
Fluent written English;
At least 6 months of customer support experience;
At least 6 months of experience working with social media (replying to customers, improving the image of the brand while responding);
Technical acumen & logical thinking;
Self-starting, multi-tasking, well organized, able to work in a fast-paced environment, result-oriented;
Understanding that remote work is as important as at-the-office one.