Responsibilities
- Answer new support tickets across live chat and email
- Work through backlog tickets, prioritizing oldest/urgent cases
- Maintain a fast First Response Time (FRT)
- Troubleshoot and resolve customer issues
- Escalate cases that require another team
- Follow up on pending customer conversations
- Keep tickets correctly tagged, assigned, and updated
- Follow existing support processes, templates, and quality standards
Requirements
- 2+ years in Customer Support / Customer Experience
- Experience with live chat + email support
- Experience handling high ticket volumes and backlogs
- Strong written English
Nice to Have
- SaaS, tech, AI, app, or subscription-product experience preferred
- Experience with Freshdesk, Zendesk, Intercom, or similar
Benefits
- 11.00 am - 7.00 pm PST shift
- OPPORTUNITY to work REMOTELY
Work Arrangement
Remote (Worldwide)
Additional Information
- 11.00 am - 7.00 pm PST shift
- OPPORTUNITY to work REMOTELY
