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๐Ÿ”ฅ We're Hiring
Most companies hire support agents.
We hire Problem Assassins.
Lead Scaleya runs high-volume DTC campaigns across the USA, UK, Canada, Australia, New Zealand & Europe. Our customers buy โ€” a lot. And when they have a question, they deserve someone who solves it in one reply, not five. If you think customer support is "just answering emails" โ€” close this tab. If you think it's the frontline of building a brand people actually trust โ€” keep reading.
6+
Markets
100%
Remote
2 yrs
10yr growth
๐ŸŒด
Exotic Team Trips

Customer Support Specialist

Lead Scaleya SRL โ€” Performance Marketing Agency
Full-time ยท Remote ยท Permanent Contract

This form takes about 15 minutes. We read every single application โ€” no bots, no auto-filters. Show us who you really are, not who you think we want you to be. Generic copy-paste answers go straight to the bottom.

* Indicates required question

๐Ÿ‘ค Section 01 of 07
Personal Information
Let's start with the basics. We don't care where you went to school โ€” we care about what you can actually do.
๐Ÿ‡ฎ๐Ÿ‡ณ +91
๐Ÿ—ฃ๏ธ Section 02 of 07
English Proficiency
You'll be writing to customers from the USA, UK, Australia, and Europe every single day. We need your English to be sharp, clear, and professional โ€” no room for awkward phrasing or grammar issues.
๐Ÿ“Š Section 03 of 07
Experience & Volume Metrics
We're a data-driven team. We don't want to hear "I have experience" โ€” we want numbers. How many, how fast, how well.
๐Ÿ› ๏ธ Section 04 of 07
Channels & Tools
We work across multiple channels and use real tools โ€” not just a shared Gmail inbox. Show us what you know.
โœ“ Zendesk
โœ“ Freshdesk
โœ“ Gorgias
โœ“ Intercom
โœ“ HubSpot
โœ“ Re:amaze
โœ“ Help Scout
โœ“ Tidio
โœ“ Crisp
โœ“ LiveAgent
โœ“ Zoho Desk
โœ“ Gmail / Direct Email
โœ“ Shopify Inbox
โœ“ Slack (internal)
๐ŸŽฏ Section 05 of 07
E-commerce Customer Service โ€” The Real Questions
This is where we separate the A-players from the "I just reply to emails" crowd. In DTC e-commerce, 80% of tickets fall into predictable categories. We want to know how YOU handle them.
๐Ÿ“ฆ Scenario 1: No Tracking Information โ€” Past Shipping Policy

A customer contacts you: "I ordered 14 days ago and I still haven't received my package. I have no tracking information, nothing. I've been waiting for two weeks with zero updates. What kind of company is this?!"

Your company's shipping policy guarantees delivery within 7 business days. This order is well past that window and the customer has no tracking number.

๐Ÿ’ธ Scenario 2: Refund Request โ€” Past Return Window

A customer contacts you 45 days after purchase wanting a full refund. Your company policy is 30-day returns. The customer says: "I don't care about your policy. I want my money back or I'll dispute with my bank."

๐Ÿ“ฆ Scenario 3: Wrong Product Received

Customer received a completely different product than what they ordered. They're frustrated and send you a photo of the wrong item. Your warehouse is in Europe and the customer is in the USA.

๐Ÿ˜ค Scenario 4: Angry Customer โ€” Public Review Threat

A customer writes in ALL CAPS: "THIS IS THE WORST COMPANY EVER. I'M GOING TO LEAVE A 1-STAR REVIEW EVERYWHERE AND TELL EVERYONE NOT TO BUY FROM YOU. YOUR PRODUCT IS GARBAGE AND YOUR SUPPORT IS USELESS."

๐Ÿ“ˆ Section 06 of 07
Self-Assessment
Be honest. We're not looking for all 10s โ€” we're looking for self-awareness. If you rate yourself 10/10 on everything, we'll assume you're either lying or delusional.
5
1 โ€” I panic10 โ€” I thrive under fire
5
1 โ€” Slow & careful10 โ€” Lightning fast typer
5
1 โ€” I need guidance10 โ€” Fully autonomous
5
1 โ€” I wait for tickets10 โ€” I prevent tickets
5
1 โ€” One at a time10 โ€” Chat + email + WhatsApp at once
5
1 โ€” Robotic responses10 โ€” Customers love me
๐Ÿ”ฅ Section 07 of 07
The Real Test & Availability
Last section. This is where A-players shine and average applicants fade away.

โš ๏ธ This is the most important question in the entire form. Take your time. Your answer here carries more weight than everything above combined.

โ‚น INR