Senior Customer Support & Knowledge Specialist

Job Description

About Us

Metabook is the largest online marketplace for used books in Greece, with a community of over 200,000 members. Our mission is to make every book live again and again. The Customer Support team is at the heart of this experience.

We are looking for a Senior Customer Support & Knowledge Specialist to elevate our service level and utilize artificial intelligence tools for maximum efficiency.

The Role

We seek someone with experience who will act as a mentor within the team, create structures and processes, and enhance service delivery.

We are not just looking for someone who answers tickets. We want someone who thinks strategically, improves processes, and utilizes technology to make work more effective.

What You Will Do

• Manage Daily Requests: Handle the most complex customer issues (disputes, returns, escalations) and supervise the workflow of the team.
• Autonomy in Decision-Making: We seek someone who takes responsibility in difficult disputes between users.
• Mentoring: Guide team members, help them grow, and provide feedback.
• Create Guides & Playbooks: Write clear guides for managing difficult situations (e.g., escalation paths, de-escalation techniques, dispute resolution) so the team can operate autonomously.
• Utilize AI Tools: Use AI tools for automating responses, analyzing customer data, summarizing ticket histories, and improving internal processes.
• Process Improvement: Identify recurring problems, suggest solutions, and collaborate with the development team to enhance the product.

Requirements

• 7+ years of experience in customer support, ideally in an e-commerce or marketplace environment.
• Experience in handling difficult customer situations. You know how to de-escalate, make tough decisions, and document your reasoning.
• Autonomy in decision-making. We are looking for someone who takes responsibility in challenging disputes between users.
• Ability to create documentation. You can write playbooks and guides that will guide the team’s operations.
• Practical experience with AI tools: You already use tools like ChatGPT, Claude, or similar in your daily work.
• Understanding key concepts (context window, prompting, limitations) and can assess when an AI tool provides reliable answers and when it does not, along with improving outcomes.
• You can train the rest of the team in their use.
• Advanced computer and internet handling skills.
• Excellent Greek (written and spoken).
• Good knowledge of English (written).
• A dedicated space for remote work with a very good internet connection.
• Must reside in Greece.
• No pending military obligations.

Preferred Qualifications

• Experience with Zendesk.
• Experience in a team lead or supervisory role.
• Familiarity with e-commerce logistics (shipping, returns, courier management).

Benefits

• 100% remote work from anywhere in Greece.
• Flexible work hours.
• A role with a real impact. You will shape how customer service operates in a rapidly growing marketplace.
• Opportunity to work in a technologically advanced environment that embraces AI tools in everyday operations.
• A small team with great autonomy and quick decision-making.

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