Pangea Customer Care Specialist

Join Our Team as a Customer Care Specialist!

Are you passionate about helping users succeed with technology? Do you enjoy solving problems, building relationships, and working closely with product teams to improve user experience? We are looking for a Customer Care Specialist to join our Pangea Digital team as parental leave cover (expected return the end of 2027).

Key Responsibilities

• Provide day-to-day support for Pangea Digital products and services.
• Assist users in achieving their objectives by delivering prompt, professional, and solution-oriented support.
• Respond to inquiries received via email, phone, chat, and other communication channels.
• Manage and maintain customer support tickets, ensuring timely follow-up and resolution.
• Investigate, document, and analyze reported issues, including gathering screenshots, details, and user feedback.
• Collaborate closely with Product Managers, Developers, Designers, and QA teams to communicate customer needs and reported issues.
• Participate in sprint and release planning activities as the voice of the customer.
• Maintain and update product documentation, knowledge bases, and user resources.
• Contribute to customer training initiatives and adoption of Pangea Digital products.
• Track and report on incoming requests, trends, priorities, and recurring issues.
• Help coordinate and distribute product release notes.
• Continuously identify opportunities to improve support processes and enhance the user experience.

What We're Looking For

Required Qualifications:

• Experience in software user support, customer care, service desk, or a similar customer-facing role.
• Strong customer service mindset with a genuine desire to help users succeed.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Experience working with collaboration and documentation tools, such as Confluence.
• Ability to prioritize tasks, manage multiple requests, and work effectively in a fast-paced environment.
• Comfortable working cross-functionally with technical and non-technical teams.
• Professional proficiency in English.

Nice to Have:

• Bachelor's degree in Information Technology or a related field.
• Experience with project coordination or project management activities.
• Knowledge of Czech or one of the languages spoken in RFE/RL's broadcast regions.
• Experience supporting digital products, content management systems, or media-related platforms.

What We Offer

• An opportunity to support digital products used by journalists and media professionals around the world.
• A collaborative and international working environment.
• Close cooperation with Product, Design, QA, and Engineering teams.
• Opportunities for professional development and continuous learning.
• Meaningful work that contributes to independent journalism and access to information.