Customer Support Specialist

About Loxala

Loxala is a global freelance marketplace redefining the future of work. Our platform connects top-tier freelancers with high-quality clients in a curated, transparent, and scalable environment. With a strong focus on user experience, innovation, and trust, we aim to build not just a marketplace but a movement.

We believe in empowering professionals and companies alike through intelligent systems, a verified talent pipeline, and next-gen collaboration tools like portfolio websites, AI skill-matching, and built-in communication solutions.

Job Description

Loxala is seeking a Multichannel Customer Support Specialist with 3–4 years of experience to join our growing global support team. You’ll be the first point of contact for our users across social media and ticketing platforms, ensuring they receive timely, clear, and helpful assistance.

Key Responsibilities

• Manage and resolve customer inquiries through LinkedIn, Facebook, Instagram, and X (Twitter).

• Handle support tickets using platforms such as Zendesk, Freshdesk, or similar tools.

• Provide clear, concise, and empathetic written responses.

• Escalate complex issues to the appropriate internal team.

• Proactively identify user pain points and report patterns.

• Help optimize and update support documentation and response templates.

• Maintain SLAs and customer satisfaction standards.

Required Qualifications

• 3–4 years of experience in customer support or community management roles.

• Experience managing customer interactions across social media platforms.

• Excellent written English communication skills.

• Familiarity with ticketing systems and CRM tools.

• Ability to multi-task and manage competing priorities in a remote environment.

• Strong emotional intelligence and problem-solving skills.

Preferred Qualifications

• Experience working with marketplace or SaaS platforms.

• Understanding of freelancing or tech-driven ecosystems.

Work Environment

• Fully remote role

• Flexible hours within your time zone, with occasional team syncs

• Opportunity to grow in a mission-driven tech company with a global vision