Customer Service Representative

Job Description

Responsibilities

• Support & Troubleshooting
• Respond to customer queries via email, chat, and occasional phone support within agreed SLAs.
• Diagnose and resolve product usage issues efficiently and empathetically.
• Onboarding & Education
• Guide new users through platform setup and onboarding steps.
• Develop and maintain knowledge-base content, FAQs, and help documentation.
• Customer Advocacy
• Gather user feedback and alert product and engineering teammates to recurring issues or feature requests.
• Act as a voice of the customer in team discussions and planning sessions.
• Account Management Assistance
• Assist the account management team with usage checks, renewal reminders, and proactive outreach to ensure customer satisfaction.
• Cross-Functional Collaboration
• Work closely with Sales, Product, and Engineering to communicate customer challenges, needs, and expectations.

About You

Must-Have:

• 2+ years of customer support experience (ideally in SaaS or tech-driven environments).
• Exceptional written and spoken English; clear, friendly, and professional communication style.
• Strong ability to diagnose problems and walk customers through solutions.
• Experience with support tools like Zendesk, Intercom, Freshdesk, or similar.
• Proven ability to multitask and prioritize in fast-paced, remote environments.

Nice-to-Have:

• Familiarity with Applicant Tracking Systems (ATS), HRTech, or recruitment processes.
• Basic knowledge of APIs, integrations, or web-based products.
• Previous experience working remote or in asynchronous teams across time zones.

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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