Customer Support Representative

Job Description

We're hiring a Customer Support Representative to join our global support team and deliver fast, high-quality, and empathetic support to our clients.

This is a hands-on, execution-focused role where you will be managing live chat interactions, resolving client queries, and ensuring a seamless support experience. You'll work closely with internal teams (Customer Success, Product, and Tech) to escalate issues, surface patterns, and contribute to continuous improvement of our support systems.

Key Responsibilities

Client Support & Communication

• Manage live chat and support channels, ensuring fast and accurate responses
• Resolve client queries efficiently while maintaining a high standard of communication
• Escalate complex issues to the appropriate teams when needed
• Maintain professionalism and empathy in all client interactions

Issue Resolution & Escalation

• Identify and troubleshoot client issues across platform usage, onboarding, and workflows
• Handle support tickets and follow through until resolution
• Flag recurring issues or bugs to internal teams

Knowledge Base Contribution

• Follow and utilize internal documentation and SOPs effectively
• Contribute to improving FAQs and knowledge base content
• Document new solutions and recurring fixes to support team scalability

Operational Support

• Maintain accurate records of interactions in support systems (e.g., Intercom, Zendesk)
• Support internal teams with insights on client feedback and common pain points
• Ensure adherence to SLAs (response time, resolution time, quality standards)

Requirements

Must-Have

• 2–4 years of experience in Customer Support, Customer Service, or similar client-facing roles
• Experience handling live chat or ticket-based support environments
• Strong written communication and problem-solving skills
• Ability to manage multiple conversations/tasks simultaneously
• High attention to detail and accountability
• Comfortable working in a fast-paced, remote environment
• Familiarity with support tools (Intercom, Zendesk, Freshdesk, etc.)

Nice to Have

• Experience in SaaS, PaaS, AI, or tech environments
• Exposure to CRM tools and customer workflows
• Experience working with global teams across time zones
• Basic understanding of AI tools or automation workflows

Benefits

• Remote-first environment with global exposure
• Competitive compensation
• High-growth, high-impact role within a scaling company
• Opportunity to grow within Customer Success and Operations