Customer Service Representative (SaaS) - Remote

Overview

We are seeking a Customer Service Representative to support a self-serve product launch, focused on helping users troubleshoot issues, navigate the platform, and find answers efficiently.

In Short

• Monitor and respond to customer inquiries via Slack, email, and ticketing systems.
• Assist users with troubleshooting and platform navigation.
• Collaborate with AI support tools and escalate complex issues.
• Maintain clear and professional communication.
• Identify knowledge base gaps and improve documentation.
• Develop internal knowledge documents based on recurring issues.
• Support onboarding by guiding new users.
• Work with internal teams to enhance customer experience.

Requirements

• Experience working at a software or SaaS company.
• Strong written English communication skills.
• Experience in startup or fast-growth SaaS environments preferred.
• Familiarity with tools such as Slack, Pylon, Jira, or Intercom.
• Ability to multitask and meet response time targets.
• Strong attention to detail and problem-solving ability.
• Comfortable working in a fast-paced environment.

Benefits

• Flexible availability including night coverage if required.