Overview

At 10Web, our Customer Care team plays a pivotal role in delivering exceptional service and ensuring long-term customer success. We believe that the Customer is the purpose of our work and the most important part of our business. As a Senior Customer Care Specialist, you are a trusted partner for our customers – someone who consistently has their back, helps them get the most out of 10Web products, and ensures every issue is resolved with care and ownership.

Responsibilities:
  • Manage large volumes of incoming customer care requests across multiple channels
  • Build sustainable relationships and trust with customers through open, clear, and interactive communication
  • Interact with customers to provide accurate information regarding products, services, and technical issues
  • Analyze customer inquiries to identify root causes and provide effective solutions and alternatives within defined SLAs
  • Handle customer complaints with professionalism and empathy
  • Follow up with customers to ensure complete resolution and satisfaction
  • Adhere to standard operating procedures and internal processes
  • Identify, prioritize, and escalate complex issues when necessary
  • Stay up to date with product updates, new features, and service changes
  • Take initiative to proactively engage customers and improve their experience
  • Act as a role model by sharing best practices and supporting team knowledge growth
Required Qualifications:
  • Excellent written English skills
  • Strong technical aptitude with advanced problem-solving skills
  • Minimum 3 years of customer care experience, with proven experience in the IT industry
  • Strong customer service mindset and exceptional communication skills
  • Ability to work independently and collaboratively in a team environment
  • High attention to detail with strong multitasking and time-management abilities
  • Customer-focused approach with adaptability to different customer personalities
  • Demonstrated proficiency in typing accuracy and grammar
  • Strong sense of ownership and willingness to contribute to team success
Benefits:
  • Competitive salary + performance bonuses
  • Health insurance
  • Learning & development budget
  • Gym package / fitness membership
  • Work-life balance and hybrid work flexibility
  • Opportunity to join a fast-growing global team
  • A chance to work on cutting-edge AI products used by thousands of businesses worldwide
Nice To Have:
  • Bachelor’s degree in a related field
  • Hands-on experience with CMS platforms (e.g., WordPress)
  • Experience mentoring or supporting junior team members
Note:

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