Remote Bilingual Customer Support (Polish/English) - Music Streaming

Metaverse Mod Squad, Inc.

Job Overview

Location

Essen, Indiana, USA

Job Type

Full-time

Full Job Description

📋 Description

• Are you a music aficionado with a knack for helping people and a passion for seamless digital experiences? Metaverse Mod Squad, Inc. is thrilled to be partnering with a premier global music streaming platform, and we are actively seeking enthusiastic, technically adept Customer Service Representatives to join our fully remote team. This is a unique opportunity to be at the forefront of customer interaction for a leading name in the music industry, ensuring users have an unparalleled listening journey.
• In this pivotal role, you will serve as the primary point of contact for customers, guiding them through the intricacies of the music streaming platform. Your responsibilities will encompass assisting users with navigating features, troubleshooting any technical glitches they encounter, and proactively ensuring their overall satisfaction and enjoyment of the service. A key aspect of this position involves responding to customer inquiries exclusively through inbound messaging channels, requiring a high degree of written communication proficiency in both Polish and English.
• You will be instrumental in fostering a positive and supportive environment for all users. This involves understanding their needs, providing clear and concise solutions, and embodying the brand's commitment to exceptional customer care. Your ability to empathize with users, coupled with your technical aptitude, will be crucial in resolving issues efficiently and effectively, thereby enhancing user loyalty and retention.
• The role demands a proactive approach to problem-solving. You will be expected to identify recurring issues, provide feedback to the client for service improvements, and stay updated on platform changes and new features to offer the most accurate support. Your insights will directly contribute to the continuous enhancement of the user experience.
• As a remote team member, you will leverage digital communication tools to collaborate with colleagues and supervisors, ensuring a cohesive and productive work environment. The ability to work independently, manage your time effectively, and maintain a high level of professionalism in a virtual setting is paramount.
• This position requires a commitment to specific work schedules. During the initial 8-week orientation period, a full-time commitment of 40 hours per week is mandatory. This orientation is divided into two phases: the first 4 weeks will require you to work from 4 AM to 1 PM Pacific Time, followed by 4 weeks of self-scheduled work between 5 AM and 12 AM Pacific Time. Following the orientation, you will transition to production hours, committing to 25 hours per week. This includes a mandatory 12 hours of work on Saturdays and/or Sundays, with the remaining hours to be scheduled within the daily production window of 5 AM to 12 AM Pacific Time. The project commitment is for a minimum of 180 days, as needed by ModSquad.
• Success in this role hinges on your ability to manage multiple customer interactions simultaneously. You should be comfortable handling 3-5 simultaneous chat conversations, maintaining a high standard of service for each. Your fluency in both Polish and English, with professional-level communication skills in both written and verbal forms, is essential for effectively assisting a diverse customer base.
• You will be joining ModSquad, a company with a rich history of reinventing customer experience services since 2007. We partner with a wide array of clients, from innovative startups to established Fortune 500 companies, across various industries. Our expertise spans customer support, content moderation, trust and safety, community management, and social media services. Working with us means collaborating with exceptional individuals on exciting projects for renowned brands, contributing to a global reach that supports over 50 languages in more than 90 countries.
• As a predominantly remote company, your home office will be your primary workspace. We are committed to fostering a diverse and inclusive environment, and we encourage applications from all qualified individuals. ModSquad is an Equal Opportunity Employer, dedicated to ensuring fair treatment and equal opportunities for all employees and applicants, regardless of their background or personal characteristics.

🎯 Requirements

• Fluency in both Polish and English, with professional-level written and verbal communication skills in both languages.
• Proven experience in customer support, specifically through inbound messaging channels (e.g., chat, email).
• Ability to manage 3-5 simultaneous customer interactions (chats) effectively.
• Dedicated workspace with a reliable broadband internet connection (minimum 25 Mbps download speed) and a Windows 10 or newer desktop or laptop computer with at least 8 GB of RAM.
• Willingness to install ModSquad's security software and a 2FA app on a mobile device.

🏖️ Benefits

• Fully remote work opportunity, allowing for flexibility and work-life balance.
• Opportunity to work with a leading global music streaming platform and engage with a passionate user base.
• Comprehensive 8-week orientation program to ensure you are fully prepared for the role.
• Competitive compensation structure (specifics not detailed in the original text).

Skills & Technologies

Remote

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Metaverse Mod Squad, Inc.

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About Metaverse Mod Squad, Inc.

Metaverse Mod Squad, Inc. provides outsourced customer support, content moderation, social media management, and community engagement services to brands, game publishers, media companies, and e-commerce platforms worldwide. Founded in 2007, the company operates a distributed workforce of moderators and support agents who work 24/7 across multiple languages and digital channels to safeguard online communities, enforce policy compliance, and enhance user experience. Clients include Fortune 500 enterprises, AAA game studios, streaming services, and consumer brands seeking scalable, on-demand moderation and customer care solutions.

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