Customer Support Agent (FR/EN)

Remote | Flexible Hours | Evening & Weekend Availability Preferred About Giftify At Giftify, we're reshaping the gift card experience across shopping centers in Europe. As a key player in the sector, we work behind the scenes to make every gift card moment smooth, secure, and simple. Our mission? Empowering shopping centers and their customers with an easy, reliable solution—and that's where you come in. About the Role As a Customer Support Agent, you'll be the friendly, solution-focused voice supporting our clients—primarily the staff at shopping center information desks. Whether it's helping with technical hiccups or answering day-to-day questions, your job is to make their lives easier. You'll join a dynamic and growing support team, working remotely using a laptop, headset, and/or smartphone. Through phone calls and support tickets, you'll guide users with the help of our internal knowledge base and close collaboration with colleagues. We're looking for people who are available evenings and weekends, but you'll have flexibility to set your own hours within that window. What You'll Do Be the first point of contact for customer questions—via phone and email Provide thoughtful, friendly, and effective support with a problem-solving mindset Handle confidential information with care and professionalism Aim to resolve issues on the first interaction whenever possible Follow up on open inquiries to ensure timely resolution Stay up to date on new products, tools, and processes Communicate clearly and kindly, even when things get tricky What We're Looking For Fluent in French and English (other languages are a plus!) You'll work from Sunday to Friday, with the flexibility to take one of those days off of your choice. Prior experience in a support or customer-facing role Proficient with Zendesk and JIRA Tech-savvy and quick to pick up new tools Great at juggling multiple tasks without dropping the ball Strong communication skills—both spoken and written What we Offer Freelance contract, 5 days a week Flexible work environment (100% remote job) Be part of a growing, international team that values collaboration and initiative