Customer Support Representative (Remote)

Location:Remote — Open to candidates in the Philippines, Latin America, and South AfricaSchedule:Monday–Friday, 9:00 AM – 6:00 PM ESTEmployment Type:Full-time

About the Company

We are a rapidly growing company serving over3,000+ clientsworldwide. Our mission is to deliver outstanding customer experiences through innovation, responsiveness, and a genuine commitment to helping our users succeed. As we continue to scale, we’re seeking talented professionals to join our Support Team and uphold the exceptional service standards our customers have come to expect.

About the Role

As aCustomer Support Representative, you will be thefirst point of contactfor our clients, helping them resolve issues, answer questions, and navigate our platform with confidence. You’ll handle inquiries via chat, email, and phone, ensuring each customer receives an efficient, friendly, and solution-oriented experience.

This position is ideal for someone who thrives in a fast-paced, remote work environment and takes pride in solving problems while maintaining a high standard of professionalism and empathy.

Key Responsibilities
* Respond promptly to customer inquiries through email, chat, and phone channels.
Respond promptly to customer inquiries through email, chat, and phone channels.
* Troubleshoot product and technical issues, providing clear, step-by-step resolutions.
Troubleshoot product and technical issues, providing clear, step-by-step resolutions.
* Escalate complex or unresolved issues to appropriate internal teams when necessary.
Escalate complex or unresolved issues to appropriate internal teams when necessary.
* Maintain detailed and accurate documentation of all customer interactions.
Maintain detailed and accurate documentation of all customer interactions.
* Contribute to and improve internal documentation, FAQs, and support guides.
Contribute to and improve internal documentation, FAQs, and support guides.
* Collaborate cross-functionally with Product, Engineering, and Operations teams to resolve customer pain points.
Collaborate cross-functionally with Product, Engineering, and Operations teams to resolve customer pain points.
* Identify recurring issues and suggest improvements to enhance customer satisfaction.
Identify recurring issues and suggest improvements to enhance customer satisfaction.
* Represent the customer voice internally by sharing insights and feedback to improve products and processes.
Represent the customer voice internally by sharing insights and feedback to improve products and processes.

Qualifications & Skills
* Excellent written and verbal communication skills inEnglish(neutral and professional tone).
Excellent written and verbal communication skills inEnglish(neutral and professional tone).
* Previous experience in customer supportor a similar role preferred, but not required.
Previous experience in customer supportor a similar role preferred, but not required.
* Proficiency with support and collaboration tools such as:Intercom(customer messaging)ConfluenceandJira(internal documentation and ticket tracking)GmailandSlack(internal communication)Twilio(phone and SMS systems)
Proficiency with support and collaboration tools such as:
* Intercom(customer messaging)
Intercom(customer messaging)
* ConfluenceandJira(internal documentation and ticket tracking)
ConfluenceandJira(internal documentation and ticket tracking)
* GmailandSlack(internal communication)
GmailandSlack(internal communication)
* Twilio(phone and SMS systems)
Twilio(phone and SMS systems)
* Strong analytical and problem-solving abilities with a keen attention to detail.
Strong analytical and problem-solving abilities with a keen attention to detail.
* Ability to manage multiple conversations and prioritize effectively.
Ability to manage multiple conversations and prioritize effectively.
* Empathy, patience, and a genuine passion for helping others.
Empathy, patience, and a genuine passion for helping others.
* Self-motivated, proactive, and comfortable working independently in a remote setting.
Self-motivated, proactive, and comfortable working independently in a remote setting.

Why Join Us
* Opportunity to be part of ahigh-growth global companyserving thousands of customers.
Opportunity to be part of ahigh-growth global companyserving thousands of customers.
* Collaborative and supportive remote culture.
Collaborative and supportive remote culture.
* Exposure to cross-functional teams and growth opportunities within customer success and operations.
Exposure to cross-functional teams and growth opportunities within customer success and operations.
* Competitive compensation package and long-term stability.
Competitive compensation package and long-term stability.