Customer Service Specialist

Company Description COUSCOUS-STUDIO is a digital product design and development agency that partners with entrepreneurs and forward-looking companies to turn ideas into successful digital products. The team collaborates with clients of various sizes and industries, focusing on crafting user-centered experiences through thoughtful design. COUSCOUS-STUDIO values innovation, creativity, and practical problem-solving in every project. The agency believes great ideas can emerge from any sector, and it works to translate those ideas into impactful digital solutions. This environment offers professionals the opportunity to contribute to diverse projects and learn from a range of client perspectives.
Role Description The Customer Service Specialist is a full-time remote role responsible for supporting clients and users of COUSCOUS-STUDIO’s digital products. In this position, you will respond to customer inquiries via email, chat, and phone, ensuring timely, accurate, and empathetic communication. You will troubleshoot basic product issues, guide users through features, and escalate complex technical questions to the appropriate internal teams. The role includes documenting common issues, updating FAQs or help center content, and providing feedback to product and design teams to improve user experience. You will also monitor customer satisfaction metrics, follow up on open tickets, and contribute to refining customer service processes and best practices.
Qualifications

• Strong foundation in Customer Service and Customer Support, with a focus on resolving inquiries efficiently and professionally.
• Demonstrated ability to enhance Customer Experience and maintain high levels of Customer Satisfaction across multiple communication channels.
• Excellent Phone Etiquette and written communication skills, with clear, patient, and respectful interaction styles.
• Comfort working remotely with reliable internet access, strong time-management skills, and the ability to prioritize multiple requests.
• Experience using help desk or ticketing systems (e.g., Zendesk, Freshdesk, or similar) is preferred.
• Ability to quickly learn new digital products and explain technical concepts in simple, user-friendly language.
• Previous experience in a digital agency, SaaS, or product-focused environment is a plus.
• High school diploma or equivalent required; additional education or training in communications, customer relations, or related fields is beneficial.