Customer Support Representative (100% remote)

Newsmatics is an independent, privately held global News Tech company headquartered in Washington, D.C., focused on news technology platform development. Our activities cover media monitoring, custom media analysis, and advanced intelligence software applications. The company’s product line includes EIN Presswire, Affinity Group Publishing, Newsmatics News Index, and Perspectify, among others. Our workforce consists of a global network of talented individuals focused on providing clarity and increasing transparency with respect to news content, while simultaneously striving to help fill local news deserts.

Who are we looking for?

Are you enthusiastic about global information and the news industry? Do you have a keen eye for detail, a strong sense of responsibility, and customer service experience? If so, join our fast-paced environment as a Customer Support professional ensuring the reliability of information shared on our platform and leaving a lasting positive impression on every customer interaction.

As a Customer Support Representative, you will review, and moderate user-generated content on our platform and respond to user inquiries via phone and email.

We are searching for candidates who can work:

• 6-8 hours daily between 8 am - 4 pm CET

Responsibilities:

• Monitor and review user-generated content to ensure compliance with guidelines and standards
• Respond to user inquiries and provide excellent customer support through email and phone
• Handle high volume of inbound and outbound calls
• Identify and escalate potential issues, trends, and concerns to the appropriate teams
• Collaborate with the customer support team to improve moderation processes and tools
• Maintain a high level of accuracy and attention to detail in all tasks
• Participate in regular customer support meetings and training sessions

Requirements:

• Proven experience or educational background in journalism, social sciences, media, or a related discipline
• Previous experience in a customer support or call center role
• Excellent phone, verbal, and written communication skills along with active listening
• Strong understanding of content moderation best practices
• Critical thinking and analytical skills
• Ability to multi-task, set priorities, and manage time effectively in a remote environment
• Native or proficiency in English (C1)

What we offer:

• An opportunity to work on innovative projects for a socially responsible international company
• Fully remote position
• Continuous opportunities for career growth
• Knowledgeable and friendly team

Please ensure to include your CV in English when submitting your application.