Customer Support at ZenGroup is quite different from a typical Customer Support role. While we help customers by answering their questions and resolving issues, we’re also the bridge between our customers and many different teams across the company.

On any given day, we work closely with departments such as Purchasing, Logistics, Marketing, the Warehouse, and Finance to make sure each inquiry is handled accurately and efficiently. Because of this, it’s important to understand how each department operates so we can clearly explain processes and provide the best possible support to our customers.

Another unique part of the role is supporting our remote operators. Each of us is responsible for supervising two or three operators who handle customer inquiries remotely. We help manage their schedules, answer their questions, and guide them on our team’s workflows and quality standards to ensure we provide a consistent customer experience.

Communication and collaboration are a big part of our daily work. We use Slack to stay connected with teammates across the company, ask questions, and quickly share updates. For larger, time-sensitive projects and company-wide tasks, we rely on Asana to keep everything organized and on schedule.

We also make use of AI tools such as Gemini and ChatGPT to improve efficiency.

Personally, I like to dedicate the early part of my day to following up on held tickets from previous days. Once those have been cleared, I shift my focus to handling new customer inquiries until lunch.

We typically schedule team meetings outside of our core support hours (10:00 AM–12:00 PM and 2:00 PM–4:00 PM) so we can maintain good response times for our customers. Toward the end of the day, I check Asana for any team tasks or pending projects and make sure everything is up to date before wrapping up for the day.

In my opinion, Customer Support is the most interesting team to join at ZenGroup—though I might be a little biased!

What I enjoy most is the team environment. Everyone is incredibly supportive, approachable, and genuinely cares about one another. Even though I’m thousands of kilometers away from home, I’ve never felt alone here. My teammates have made ZenGroup feel like a place where I truly belong, and being surrounded by such positive and encouraging people makes coming to work every day something I genuinely look forward to.

One of my favorite things about working in Customer Support is how international the team is. Since we provide support in so many languages, almost every language has one or two dedicated team members. It creates a truly multicultural environment that’s hard to find elsewhere.

Being surrounded by colleagues from so many different countries has been an incredible experience. I’ve learned so much about cultures that I probably wouldn’t have been exposed to otherwise. Whenever we’re all together, conversations naturally turn into cultural exchanges, with everyone sharing stories about what everyday life is really like in their home countries. I find those moments both fascinating and eye-opening.

What makes it even better is that everyone is so kind, approachable, and genuinely interested in learning from one another. Working in such an open and welcoming environment has given me an even greater appreciation for different cultures and perspectives.

It’s also made me feel that my own background and personality are accepted, appreciated, and valued. Being part of a team where diversity isn’t just welcomed but celebrated has been one of the most rewarding parts of my experience at ZenGroup.

I’m always looking for areas where I can improve, and I try to focus on the skills that are most important to the team’s priorities at that particular time.

One of my biggest tools for self-improvement is learning from my colleagues. Whenever I notice something they do well, I try to incorporate those strengths into my own work.

I’m also naturally competitive, so I always aim to perform a little better than I did the day before—whether that’s in speed, quality, or communication. I do this by regularly reflecting on my performance, identifying areas where I can improve, and consciously working on them throughout the day.

To maintain a healthy work-life balance, I work out at least three times a week after work. It’s a great way for me to recharge and clear my mind after a busy day.

I also stay in regular contact with my family and friends back home, which helps me feel connected despite being far away. From time to time, I hang out with friends here after work as well. Spending time together outside of the office is always a way to relax and strengthen our friendships.

I believe having a sense of purpose is one of the best ways to avoid burnout and stay productive. When you’re working toward something meaningful, you come to work because you want to, not just because you have to.

I also think it’s important to take time off regularly to reset and recharge. Luckily, ZenGroup provides plenty of paid leave and encourages us to use it, which helps us stay motivated and avoid burnout.

One of the moments that makes me feel most proud is being entrusted with some of ZenMarket’s biggest clients. Working alongside senior management to handle their cases gives me a strong sense of responsibility and accomplishment, and it motivates me to continue growing and improving.