Responsibilities
- Manage inbound support tickets via email, chat, and other channels
- Resolve issues quickly and thoroughly with a friendly, professional tone
- Maintain a 95%+ CSAT rating
- Initial response to new client messages within 30 minutes (first response time)
- Resolve most tickets in under 4 hours (time to resolution)
- Become a product expert and use that knowledge to troubleshoot effectively
- Guide clients through KYC & KYB processes (Know Your Customer / Know Your Business)
- Document solutions and contribute to internal knowledge base
Requirements
- 3+ years of customer support experience at a B2B SaaS company
- Excellent written English and communication skills
- History of meeting or exceeding support KPIs
- Extremely organized, with strong attention to detail
- Ability to multitask and manage dozens of concurrent tickets
- Reliable internet connection (50+ Mbps, no latency issues)
- Highly effective working remotely
Nice to Have
- Familiarity with tools like Zendesk, Intercom, Slack, and HubSpot is a plus
Benefits
- Amazing colleagues
- Energetic culture that is positive and celebrates together
- Inspiring mission & software product
- Ability to grow your career in a fast-growing tech startup
Additional Information
- Hiring immediately
- Remote work environment
- Fast-paced environment where quality, speed, and professionalism are key
