Customer Support Representative
About the role
We are looking for a warm, patient, and solutions-oriented Customer Support Representative to serve as the first point of contact for our users and clients. In this role, you will handle inbound queries, troubleshoot product-related issues, and escalate complex cases to the appropriate teams when needed. This is a customer-facing position that requires excellent communication skills, a calm and professional approach under pressure, and a genuine passion for helping people. You will play a key role in shaping the overall customer experience while also providing valuable feedback and product insights to internal teams.
Key Requirements
Excellent written and verbal communication skills in English.
Strong empathy and patience — ability to de-escalate difficult customer situations calmly.
Good organizational skills — ability to manage multiple open tickets and prioritize effectively.
Basic understanding of software products and how web/mobile applications work.
A problem-solving mindset — focused on finding solutions rather than deflecting issues.
Reliability and punctuality — support roles require consistent availability within agreed hours.
Nice to have
Prior experience in a customer support or client-facing role.
Familiarity with support tools like Intercom, Freshdesk, Zendesk, or similar.
Experience supporting SaaS or tech products.
Ability to assist international (US/UK/EU) customers — comfort with different time zones.
Experience writing knowledge base articles or help documentation.