Customer Support Representative
Our client is looking for a Customer Service Representative who will serve as a Brand Ambassador and Subscription Specialist within our customer experience organization.
- Location: Brookhaven/Atlanta, GA (Hybrid 3x a week; Tues-Thurs onsite)
- Pay: $40-$50/hr (W2 with benefits)
- Duration: through 12/31/2026 with potential for extension/conversion
You will:
1. Execute comprehensive problem resolution for our global websites and mobile applications across 3 distinct brands and 10 platforms, with particular emphasis on subscription-related issues. This includes problem identification, solution research, stakeholder collaboration, and direct customer communication with quality outcomes.
2. Support the delivery of next-generation customer care through effective partnership coordination and operational excellence in subscription management processes across our multi-brand portfolio.
You combine deep empathy with strong execution capabilities, demonstrating proven ability to translate customer needs into actionable solutions while working closely with product, technical, and leadership teams. This specialized role requires collaboration with Technical Customer Care Specialists, Research & Analytics teams, and Product, Design, and Engineering leads to advocating for customers across all brand interactions.
The Impact You’ll Make:
Subscription Management & Execution:
• Manage complex subscription customer experiences including billing inquiries, cancellation prevention, upgrade/downgrade processes, and retention conversations across multiple brands
• Execute subscription lifecycle support for payment processing, app store coordination (Apple App Store, Google Play), and platform-specific billing systems
• Resolve subscription-related technical issues using advanced troubleshooting methodologies and brand-specific knowledge
Multi-Brand Platform Expertise:
• Master and apply knowledge of 3 distinct brand identities, voice, and customer experience standards
• Navigate and support 10 different platform ecosystems, understanding unique features, limitations, and customer journey differences
• Adapt communication style and solutions based on specific brand guidelines and platform requirements
Customer Resolution & Support:
• Prioritize and execute feedback resolution with defined quality standards and response timeframes
• Maintain and enhance standard responses, contributing to communication improvements and brand-specific clarifications
• Collaborate with partners on escalating issues and development of appropriate response approaches
• Support product and marketing teams in customer experience planning around global release schedules across all brands and platforms
Operational Excellence:
• Execute complex troubleshooting for technical and subscription-related customer issues using various tools and platform-specific knowledge
• Contribute to platform optimization including translations, FAQ development, and knowledge base improvements
• Identify and report insights and trends that contribute to enhancing customer experience across all brands
• Support training initiatives on customer support processes and subscription management tools
What You’ve Accomplished:
Core Experience:
• 2-4 years of customer service experience in digital consumer industry, preferably with global brand exposure
• Proven experience with mobile app subscriptions including billing systems, app store policies, subscription management, and customer retention processes
• Demonstrated success in handling complex customer escalations and technical troubleshooting with measurable satisfaction outcomes
Technical & Communication Excellence:
• Excellent written and oral communication skills with proven ability to adapt tone and approach for different audiences and brand voices (writing assessment required)
• Strong track record of successful customer interactions with focus on resolution and satisfaction
• Advanced troubleshooting capabilities across mobile app ecosystems and subscription platforms
• Proven organizational skills with ability to manage multiple moving parts across different brands and platforms simultaneously
Adaptability & Learning:
• Demonstrated ability to quickly learn multiple product ecosystems, brand guidelines, and platform specifications
• Proven ability to thrive in fast-paced environments while maintaining quality standards and attention to detail
• Experience working in agile development environments with ability to adapt to rapid changes across multiple brands
• Strong advocacy skills with ability to influence internal teams to address customer needs within established timelines
Essential Qualities:
Customer-Centric Attributes:
• Empathetic approach to customer interactions with genuine desire to help and resolve issues
• Results-oriented mindset with focus on quality execution and customer satisfaction
• Detail-oriented with ability to maintain consistency across multiple brand experiences
Technical & Platform Expertise:
• Mobile app and subscription platform knowledge (iOS, Android, payment gateways, app store ecosystems)
• Technology curiosity with interest in automation, AI, and subscription optimization tools
• Quick learning capability for mastering multiple brand voices, platform specifications, and technical requirements
• Bilingual capabilities preferred for global customer base support
Personal Characteristics:
• Infectious curiosity and continuous learning mindset with focus on multi-brand expertise
• Self-motivated with collaborative approach and professional demeanor
• Direct, honest communicator who combines transparency with thoughtfulness and kindness
• Strong commitment to delivering consistent, high-quality customer experiences across all brands and platforms
The hourly pay rate range for this position is $40-$50/hr (dependent on factors including but not limited to client requirements, experience, statutory considerations, and location). Benefits available to full-time employees: medical, dental, vision, disability, life insurance, 401k and commuter benefits.
Synergis is proud to be an Equal Opportunity Employer. We value diversity and do not discriminate on the basis of race, color, ethnicity, national origin, religion, age, gender, gender identity, political affiliation, sexual orientation, marital status, disability, military/veteran status, or any other status protected by applicable law.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with the requirements of applicable state and local laws, including but not limited to, the San Francisco Fair Chance Ordinance, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
For immediate consideration, please forward your resume to sdibb@synergishr.com
If you require assistance or an accommodation in the application or employment process, please contact us at sdibb@synergishr.com.
Synergis is a workforce solutions partner serving thousands of businesses and job seekers nationwide. Our digital world has accelerated the need for businesses to build IT ecosystems that enable growth and innovation along with enhancing the Total Experience (TX). Synergis partners with our clients at the intersection of talent and transformation to scale their balanced teams of tech, digital and creative professionals. Learn more about Synergis at www.synergishr.com.