Customer Support Representative

What You’ll Do

Customer Support & Technical Troubleshooting

• Handle customer inquiries through live chat, email, and video calls using Intercom and Google Meet.
• Troubleshoot product-related issues, provide guidance, and ensure timely resolutions.
• Investigate technical issues, reproduce bugs, and create detailed Jira tickets for Engineering.

Internal Support & Cross-Functional Collaboration

• Support Sales and Customer Success teams with account management, subscription inquiries, revenue collection, and client-related issues.
• Collaborate with Product and Engineering teams to resolve bugs, address complex technical issues, and share customer feedback.

Knowledge Base & Customer Education

• Create and maintain customer-facing help articles in Intercom.
• Record Loom tutorials and walkthroughs to improve customer self-service and reduce recurring support requests.

Reporting & Continuous Improvement

• Prepare weekly reports covering support activities, recurring issues, customer feedback, and key performance metrics.
• Identify support trends, escalate recurring problems, and recommend improvements to enhance customer experience and operational efficiency.

• Leverage AI and automation to streamline support ticketing, workflows, and customer interactions, improving response times and resolution efficiency
• Continuously explore and implement AI-driven solutions that improve support quality while maintaining a human-first, empathetic approach
• Design automated workflows that scale operations without compromising the customer experience

What You’ll Bring

• 1–2 years of experience in Customer Support, Technical Support, Customer Success, or a similar customer-facing role, preferably in SaaS or technology.
• Excellent written and verbal English communication skills, with the ability to explain technical concepts clearly and professionally.
• Strong proficiency with customer support platforms (Intercom,Customer.io, HubSpot), including automation and workflow optimization
• Experience using Jira and Slack for effective engineering team communication and issue triage
• Strong problem-solving and analytical skills, with the ability to investigate issues, identify potential causes, and recommend appropriate solutions.
• Strong attention to detail, particularly when handling billing information, customer accounts, and technical troubleshooting.
• Demonstrated ability to leverage AI and automation to optimize processes and scale operations
• High ownership, accountability, and a customer-first mindset.
• Ability to communicate and collaborate effectively across multiple departments.

Nice-to-Haves

• Hands-on experience with Stripe or similar platforms.
• Experience managing subscription billing, refunds, payment disputes, or revenue-related support requests.
• Experience in tax, accounting, or financial services industries
• Background in SaaS, fintech, or startup environments
• Basic knowledge of APIs and integrations for customizing support workflows

Compensation

Professional Growth

Benefits

Ownership & Impact

Professional Development

Culture

Step 1: Application (10 minutes)

Step 2: Initial Virtual Interview (~15-30 minutes)

Step 4: [potential] Virtual Interview (30 min)

Timeline