AppDirect is looking for a Customer Support Representative to join our Customer Experience team. In this role, you will assist customers with optimizing their experience with Firstbase, an AppDirect company, in the remote work revolution. You will be responsible for responding to customer queries, acting as a process and product expert, and directly improving the overall customer experience.
What You'll Do
- Respond to and resolve customer queries and other inbound/outbound requests thoughtfully, timely, and accurately via email.
- Act as a process and product expert, quickly and accurately consulting users on best practices and how Firstbase operates.
- Create and maintain customer-facing FAQs, videos, and other support materials in our Help Center.
- Collect and share user suggestions and pain points directly with the rest of the company, particularly our Product and Operations teams.
- Identify areas of operational improvement within the Customer Experience team and the overall organization.
What We're Looking For
- A BA/BS degree or similar university education.
- 2-4 years of experience as a Customer Support Specialist in e-commerce, B2B, logistics, SaaS, Direct-to-consumer, or digitally native brands.
- Ability to work quickly and independently with excellent time management skills.
- Excellent written and verbal communication skills that can be tailored to a broad range of requesters, plus innate follow-up skills.
- Experience using Zendesk, Jira, and/or other help desk software and remote support tools.
- Ability to adapt to new tools and technologies.
Technical Stack
- Zendesk
- Jira
Team & Environment
You will be joining our Customer Experience team.
Work Mode
This role is based in Pune, India, and operates within a global team context.
We foster an environment of inclusion without regard to race, religion, age, sexual orientation, or gender identity, enabling AppDirectors to embrace their uniqueness to do their best work.
