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Senior Customer Care Specialist (Day Shift)
10Web.io
Customer Service
Yerevan, Armenia
Posted on Dec 25, 2025
At 10Web, our Customer Care team plays a pivotal role in delivering exceptional service and ensuring long-term customer success. We believe that the Customer is the purpose of our work and the most important part of our business. As a Senior Customer Care Specialist, you are a trusted partner for our customers - someone who consistently has their back, helps them get the most out of 10Web products, and ensures every issue is resolved with care and ownership.
What We’re Looking For:
Care: A genuine readiness to go the extra mile for customers, treating their challenges as your own and ensuring issues are fully and positively resolved.
Dedication: At 10Web Care, we believe success is built on hard work, perseverance, continuous learning, and passion for what you do.
What You Will Do:
- Manage large volumes of incoming customer care requests across multiple channels
- Build sustainable relationships and trust with customers through open, clear, and interactive communication
- Interact with customers to provide accurate information regarding products, services, and technical issues
- Analyze customer inquiries to identify root causes and provide effective solutions and alternatives within defined SLAs
- Handle customer complaints with professionalism and empathy
- Follow up with customers to ensure complete resolution and satisfaction
- Adhere to standard operating procedures and internal processes
- Identify, prioritize, and escalate complex issues when necessary
- Stay up to date with product updates, new features, and service changes
- Take initiative to proactively engage customers and improve their experience
- Act as a role model by sharing best practices and supporting team knowledge growth
Required Qualifications:
- Excellent written English skills
- Strong technical aptitude with advanced problem-solving skills
- Minimum 3 years of customer care experience, with proven experience in the IT industry
- Strong customer service mindset and exceptional communication skills
- Ability to work independently and collaboratively in a team environment
- High attention to detail with strong multitasking and time-management abilities
- Customer-focused approach with adaptability to different customer personalities
- Demonstrated proficiency in typing accuracy and grammar
- Strong sense of ownership and willingness to contribute to team success
Preferred Qualifications:
- Bachelor’s degree in a related field
- Hands-on experience with CMS platforms (e.g., WordPress)
- Experience mentoring or supporting junior team members
What We Offer:
- Competitive salary + performance bonuses
- Health insurance
- Learning & development budget
- Gym package / fitness membership
- Work-life balance and hybrid work flexibility
- Opportunity to join a fast-growing global team
- A chance to work on cutting-edge AI products used by thousands of businesses worldwide