Senior Customer Support Specialist, Codementor

We’re looking for a Senior Customer Support Specialist who loves helping people to join the team. The ideal candidate is quick on their feet, loves solving users’ problems, and enjoys a fast-paced work environment.

This role will be primarily working with the Codementor team on the front lines to help out mentors and clients. The candidate should be able to work at least 3 hours overlapping with Taipei (UTC+8) and be flexible in having meetings across different time zones.

Things you might do

• Respond to user inquiries through email — you should be comfortable using English as your only language of communication
• Mediate disputes and disagreements between clients and developers
• Resolve user issues regarding billing, payment, chargebacks, and invoices
• Manage issues such as account confirmations, removals, and fraud detection
• Work with the team to optimize customer support processes
• Contribute to the team's overall understanding of customer support best practices

What you should have

• 5+ years experience with customer support, ideally at a software startup
• Native-level English
• An interest in tech startups and software development
• Good analytical and problem-solving skills
• Great communication skills and the ability to work collaboratively across functions
• Bachelor's degree in a relevant field

Bonus points if you have

• Experience working in a cross-cultural and cross-timezone (mostly remote) team
• Strong analytical and data skills

【關於文化】

• 很有活力
• 成員背景多元，不只會交流程式語言，也會交流各國語言
• 溝通扁平，我們相信所有想法都是讓團隊繼續成長的動力
• 工作嚴謹但氣氛輕鬆
• 喜歡學習，交流新事物
• 致力於解決真正的問題，而非虛榮的指標
• 幽默感十足，辦公室隨時都會有很好玩的事情
• 不只是工作夥伴也是可以聊天和假日相約的好友

【關於福利】

• 優於勞基法的請假制度（到職即有假，且無限年假）
• 年度健康檢查補助
• 員工在家工作軟硬體補助（包含網路費、辦公桌椅、螢幕...等）
• 每月購書補助
• 生日時有精心準備的感人卡片及小禮物
• 特殊日子會有免費飲料
• 三不五時的溫馨聚餐和出遊
• 彈性的上下班時間和工作地點

【關於辦公室】

• 在交通極度方便的好地方，離忠孝新生站差不多30秒的步行距離，旁邊有非常多飲料及美食
• 大桌子、大螢幕和夠強的冷氣，standing desk 當然也少不了
• 舒服明亮寬敞的環境，有很好的view
• 吃不完的零食、茶、咖啡和常常冒出來的各地美食

Why Arc & Codementor?

• A smart and energetic team that is passionate about solving customers’ needs and loves to learn new things
• Diverse team members - our colleagues are from different countries and backgrounds. We’re excited to share our experience with you
• Flat organizational structure - you'll be able to make a profound impact on the work we do and every idea is welcome
• Generous vacation/time-off policy
• Remote work stipend
• We believe in continuous learning, and we have a book/e-book benefit to help you achieve this
• Team bonding activities, happy hour, lunch, or dinner occasionally
• Flexible working hours and locations
• A bright and comfortable office - with a standing desk and lots of snacks & drinks

Follow our Instagram to know more about life at Arc: https://www.instagram.com/lifeatarc.dev/