CX & Technical Support Associate

Description

We are looking for a sharp, energetic CX & Technical Support Associate to be the frontline hero for our users. You’ll help customers(cloud9ers) resolve issues, understand Cloud9 features, troubleshoot technical problems, and deliver a delightful support experience across all our customer experience channels.

Key Responsibilities:

Provide fast, friendly, high-quality support via chat, email, social, and phone.
Troubleshoot user issues, payment failures, transaction delays, and app navigation questions.
Escalate bugs, fraud signals, and technical issues to engineering & product teams.
Maintain accurate ticket logs and internal documentation.
Assist with onboarding new users and educating them on Cloud9 features.
Track user pain points and propose process/product improvements.
Support community engagement and reputation management on social platforms.

Requirements:

1–3 years experience in customer support, technical support, or fintech operations.
Strong communication, empathy, and problem-solving skills.
Basic technical troubleshooting ability (logs, screenshots, device types, app versions).
Familiarity with CRMs and ticketing tools (e.g., Zendesk, Intercom, Freshdesk).
Passion for digital products, fintech, and youth.
Ability to stay calm, clear, and solution-oriented under pressure.


Method of Application
Send the following to careers@cloud9.money with the subject line “CX/Technical Support – [Your Full Name]”: Your CV/Resume, A short note (3–5 sentences) on why Cloud9 excites you