Talantix.io
Lightly AG•19.02.26
AI SCORE 8.5

Freelance Customer Support Expert - Remote

$40K–$60K/year
RemoteCustomer Service
Customer Support Software•Analytical Skills•Communication Skills•AI Tools•Data Analysis

About the Role

We are seeking a Freelance Customer Support Expert - Remote to join our innovative team at Lightly AG. As a Freelance Customer Support Expert, you will play a crucial role in enhancing our customer service workflows and ensuring a seamless experience for our clients. This position offers the flexibility to work remotely while contributing to a pioneering company in machine learning and computer vision.

What You'll Do

  • Help create tasks that replicate end-to-end customer support workflows.
  • Minimum expected time commitment is 10 hours per week.
  • Create and acquire necessary data for workflows.
  • Develop tasks and decision points within workflows.
  • Provide solutions to decision points with justifications.

Requirements

  • 2-3 years of experience in customer support at a top enterprise.
  • Fluent in English with strong analytical and quantitative skills.
  • Clear and precise communication skills.
  • Proficient in customer support software and tools.
  • Professional experience with AI tools is a plus.

Nice to Have

  • Experience in machine learning or computer vision industries.
  • Familiarity with remote work tools and platforms.

What We Offer

  • A front-row seat to how a YC-backed deep tech company is built.
  • Direct exposure to the inner workings of startup leadership.
  • Flexible working hours and the ability to shape your role over time.
  • Competitive compensation tailored to experience and scope of work.
Language Requirements
EnglishC1
BasicIntermediateAdvancedNative
Why This Job8.5 of 10

This Freelance Customer Support Expert role offers a unique opportunity to work with a YC-backed startup, providing flexibility and competitive compensation.

Salary Range
Required
0/1
Optional
0/1
Bonus
0/1

Who Will Succeed Here

→

Proficiency in using customer support software like Zendesk or Freshdesk to manage client queries efficiently and improve ticket resolution times.

→

Strong analytical skills with experience in data analysis tools such as Google Analytics or Tableau to derive insights from customer interactions and drive process improvements.

→

Excellent written and verbal communication skills tailored for remote work, ensuring clarity and empathy in customer interactions while adapting to diverse client needs.

Learning Resources

→Zendesk Getting Started Guideguide
→Customer Service Fundamentalscourse
→Data Analysis for Customer Supportarticle

Career Path

Freelance Customer Support Expert(Now)→Customer Support Manager(1-2 years)→Director of Customer Success(3-5 years)

Market Overview

Market Size 2024
$10.5B
Annual Growth
15.2%
AI Adoption in Customer Support
67%
Investment in Customer Support Tech
+45%
Labour Demand for Customer Support Roles
+20%
Avg Salary for Customer Support Expert
$65K

Skills & Requirements

Required
Customer Support SoftwareAnalytical SkillsCommunication Skills
Growing in Demand
AI Chatbot ManagementCustomer Experience AnalyticsOmni-channel Support Strategies
Declining
Traditional Call Center SoftwareBasic Email Support

Domain Trends

Rise of AI in Customer Support
AI-driven customer support tools are expected to handle 75% of all customer interactions by 2025, enhancing efficiency and response times.
Shift to Omni-channel Support
Companies are increasingly adopting omni-channel support strategies, with 90% of customers expecting consistent interactions across all channels.
Increased Focus on Customer Experience Metrics
Organizations are investing 30% more in analytics tools to measure customer satisfaction and improve service quality.

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