Customer Support Agent

The Role Talk360 is used by more than 6 million people across 190 countries, mostly migrants and travellers staying connected with the people who matter most to them. For many of our users, a call that doesn't go through or a balance that doesn't top up isn't a minor frustration. It's a missed conversation with a parent, a child, a partner thousands of miles away. When something goes wrong, or even just goes unclear, they come to you. That's the stakes of this role. Support at Talk360 isn't a ticket queue to get through. It's the human layer of a product that carries real weight for real people. We're building a support team that customers actually trust, one where people feel genuinely heard and helped without unnecessary effort. As a Support Agent, you're at the heart of that What You'll Do Respond to all incoming support channels - email, WhatsApp, and chat. They are all managed through Intercom Help customers use the product, answer their questions, and resolve problems as effortlessly as possible Take every conversation as a chance to build trust by actually reading what customers write and responding to what they need Escalate issues to internal teams using our escalation processes, with the right context so nothing gets lost Keep a critical eye on how customers experience our product and service and flag what you notice Think along and bring ideas on how we can improve. Once you're on top of your queue and leading by example, you'll be able to contribute to broader projects The Team The Support Team is fully remote and international and we take collaboration seriously. You will report to the head of customer experience, who is located in the Netherlands. Who you're Someone with 1–3 years of experience in customer support. You know what good looks like and you hold yourself to it Customer-first in a real way. You actually read what customers write and understand what they need before you start typing An excellent communicator in English, written and spoken. You are warm and clear, not templated Reliable and self-directed: once you know the process, you follow it and you speak up when something doesn't make sense Comfortable with online tools; experience with Intercom is a plus Technically literate enough to navigate a product issue without needing everything spelled out Based in a timezone that comfortably covers 09:00–22:00 CET The Details Contract type: freelance to start (you invoice us monthly), with a path to employment later Hours: 40 per week Shifts: scheduled across Monday–Sunday, 09:00–22:00 CET - rotated fairly Location: fully remote Start: as soon as possible. About Talk360 Talk360 has grown into a global communications platform connecting more than 6 million people worldwide. We successfully spun off our payments arm into NjiaPay, stepped into the gap left by the discontinuation of Skype, and achieved profitable growth from 2025 onwards, marking our transition from early-stage scale-up to a disciplined, sustainable business. We're now expanding beyond our own B2C app. We've built and launched an SDK that lets partner platforms embed Talk360's calling infrastructure directly into their own products, opening a new distribution channel and a new layer of technical complexity. Our ambition is bold: to become the world's most trusted way to call any real phone number, connecting migrants, travellers, professionals, and businesses across the globe.