Customer Support Specialist

Description

A Human Match is a Portuguese start\-up focused on results and innovation, developing Agapone \- a dating platform centered on psychological compatibility, conscious relationships, and personal development. We are hiring a Customer Support Specialist to support Agapone users, resolve problems with empathy and speed, and transform daily feedback into concrete product improvements. Learn more about the product at https://agapone.com/ **Responsibilities** * Respond to questions and requests via email and in\-app, with empathy, clarity, and speed. * Diagnose problems and escalate to product/engineering with useful and reproducible context. * Keep help articles, FAQ, and canned responses up to date. * Collect, categorize, and synthesize recurring feedback for the team. * Support trust and safety tasks (moderation, reports, verifications). * Monitor support metrics (response time, resolution, satisfaction) and improve them. * Contribute to a smoother onboarding and retention experience. **Qualifications and Experience** * 1\+ year in customer support, community, or roles with direct contact with users. * Excellent writing in Portuguese; fluent English. * Genuine empathy, patience, and strong problem\-solving orientation. * Methodical, organized, and comfortable with helpdesk tools. * Autonomy to manage one's own work queue remotely. * Discretion and care in handling sensitive data. **Technical Skills** * Helpdesk and CRM tools (e.g., Zendesk, Intercom, HubSpot, or equivalents). * Clear writing of responses, macros, and knowledge base. * Basic notions of support data analysis. * AI tools to accelerate responses and triage. **Differentiators** * Another European language (ES, FR). * Experience in consumer apps, marketplaces, or communities. * Notions of moderation and trust \& safety. * Interest in psychology and relationships. * Experience creating support processes and documentation. **Conditions** * Contract type: Full\-time * Location: Remote (preference for candidates in Europe) * Salary range: R$80\.000 – R$120\.000 annually, adjusted to experience and proven results * Variable component indexed to performance. * Direct and visible impact on the product, without layers of bureaucracy. * Premium access to Agapone and our stack of tools. Benefits: * Medical assistance * Agreements and commercial discounts * Life insurance * Remote work Selection question(s): * We prioritize users of our product Agapone. We also evaluate the fit by the person: how you think, decide, and connect. What is your Agapone user ID? * MBTI Profile (take the test on Agapone) Work location: Remote