Customer Support / Trust Ops

# Customer Support / Trust OpsBe the front line for EvaEsi's users: the support inbox, billing questions, account issues and user reports.All open rolesApplyAbout the role What this role does.EvaEsi is a whole new model line, built on the research from Forlais. It is a significant launch, and you can help shape it.You will be the front line for EvaEsi's users: the support inbox, billing questions, account issues and user reports. You will set up the helpdesk, write the answers people actually need, and make sure serious issues reach the right person quickly.Support is how most users experience the company, and we want it done properly.What we look for Qualifications. Have done customer support for a software product and enjoyed it. Write clear, warm and accurate replies. Stay calm with frustrated users and know when to escalate. Organised and reliable, day after day.Bonus Nice to have. Helpdesk tools and support workflows. Billing or account support. Trust, abuse or user-report handling. Writing help-centre articles.Process How the process runs.Each application is reviewed directly. Expect one or more conversations covering judgement, technical or craft depth, and the responsibility the role carries. EvaEsi does not publish salary ranges in public material; compensation is discussed individually during the process.Team: EvaEsi SupportType: Full-timeLocation: United KingdomDiscipline: OperationsWhat you will do Run the support inbox and the helpdesk. Handle billing questions, account issues and user reports. Write and maintain the answers people actually need. Escalate serious issues to the right person quickly. Pass ticket patterns back to the product team.