2nd Line Support Agent

Almedia is the fastest-growing advertising company in Europe according to the FT1000, offering mobile game and app developers unparalleled returns from rewarded user acquisition. We are engineering the future of UA with our data-driven approach and community of over 50 million users engaging with games, apps, and surveys.

Based in the heart of Berlin, our collaborative approach offers the opportunity for our clients to acquire 10,000 users daily, providing consistent value and improved ROAS in the short and long term.

Our Customer Support team is expanding, and we're seeking a dedicated 2nd Level support agent to elevate our user experience and champion our Level 2 support operations. This pivotal role is instrumental in delivering best-in-class customer service by providing flawless handling of escalated queries. You'll also play a critical part in managing expectations and collaborating with our external Level 1 support agency, acting as a vital right hand to the Support Team Lead. If you're a calm, empathetic problem-solver with a knack for turning complex issues into stellar solutions and influencing support strategy, we want to hear from you!

What You’ll Do 🎯

• Lead Level 2 Query Resolution: Masterfully resolve complex and escalated customer queries and complaints via our online live chat and email channels, serving as the ultimate point of contact for intricate user issues.

• External Agency Liaison: Act as a key point of contact for our external Level 1 support agency, collaborating on best practices, providing feedback, and helping manage their daily operations and expectations to ensure consistent service quality.

• Empower & Coach: Become a trusted go-to person and coach for both our internal Support Agents and our external Level 1 partners, guiding them to independently find the right answers and improve their troubleshooting capabilities.

• Drive Service & Product Improvement: Gain crucial insights into customer needs and common pain points, channelling these back to the Support Lead, Product, and Engineering teams to constantly improve our service quality, product experience, and reduce recurring issues.

• Deep Dive Troubleshooting & Review Management: Delve deeply into user challenges, troubleshooting and diagnosing complex technical issues, and taking ownership of replying to customer reviews on external platforms.

What You’ll Bring 💡

• Extensive Senior Support Experience: Proven customer support experience with a minimum of 3 years in a similar role, specifically handling and resolving complex or escalated customer queries.

• External Collaboration Acumen: Demonstrated ability to work effectively with external partners or agencies, managing expectations and contributing to collaborative plans.

• Advanced Problem-Solving: A proven ability to troubleshoot, diagnose, and provide effective, solution-oriented resolutions for challenging or technical user issues in a timely manner.

• Coaching & Influence: Experience in informally guiding and coaching peers, sharing knowledge, and influencing support quality standards.

• Process Improvement & Data Orientation: Demonstrated experience in meeting or exceeding KPIs, multi-tasking effectively, prioritising your workload, and contributing to identifying customer trends and knowledge gaps for service enhancement.

• Excellent written and verbal communication skills with fluency in English. German is a plus.

What Makes You a Great Fit 🌟

• You are a proactive problem-solver who thrives on transforming complex customer issues into positive experiences, acting as a true expert.

• You possess a calm, empathetic demeanour even when facing challenging situations, ensuring every user feels heard and supported.

• You are driven by impact, eager to contribute not just to individual resolutions but also to the continuous improvement of our overall support quality and strategic support operations.

• You are a natural collaborator, ready to both learn and lead, working closely with the Support Lead and managing relationships with external partners in a fast-changing environment.

We believe in fostering talent, evaluating all skill levels during the hiring process, and providing a clear path for growth—whether you aspire to be a future leader or a specialist. Almedia is an equal opportunity employer; we embrace and celebrate diversity, encouraging individuals from all backgrounds to apply.