Customer Support Agent

SwitzerlandRemoteFull-timemid

Customer SupportCustomer Service Representative

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Quick Summary

Key Responsibilities

00 PM to 12:00 AM Kyiv time, Monday to Friday, with occasional weekend coverage arranged internally.

Requirements Summary

At least 2 years of professional experience in customer support or a similar customer-facing position. Advanced written English proficiency (C1 level),

Technical Tools

Customer SupportCustomer Service Representative

In this role, you will play an essential part in delivering an excellent customer experience for an innovative SaaS platform specializing in sales outreach automation. You will support an international user base by providing timely, effective, and personalized assistance through live chat and email. Your responsibilities will include guiding new customers through onboarding, troubleshooting technical issues, and helping users maximize the value of the platform. You will also act as the voice of the customer, sharing feedback and insights with internal teams to improve products and processes. Working closely with Customer Support, Product, and Engineering, you will contribute to a collaborative and fast-paced remote environment. This is an excellent opportunity for a customer-focused professional who enjoys problem-solving, technology, and building meaningful customer relationships.

Respond to customer inquiries through live chat and email, providing prompt, clear, and helpful solutions.
Troubleshoot technical issues, investigate reported problems, and escalate bugs or complex cases to the appropriate internal teams.
Guide new users through the onboarding process, helping them understand platform features and make the most of available tools.
Deliver outstanding customer service by maintaining high standards of professionalism, responsiveness, and customer satisfaction.
Advocate for customers by collecting, documenting, and communicating their feedback to Product, Engineering, and other relevant departments.
Contribute to continuous product and service improvements by identifying recurring issues and suggesting process enhancements.
Manage multiple customer requests simultaneously while maintaining accuracy, organization, and attention to detail.
Work according to a fixed schedule of 4:00 PM to 12:00 AM Kyiv time, Monday to Friday, with occasional weekend coverage arranged internally.

Requirements

~1 min read

At least 2 years of professional experience in customer support or a similar customer-facing position.
Advanced written English proficiency (C1 level), with excellent communication skills and the ability to explain technical information clearly.
Basic familiarity with customer support and ticketing platforms such as Intercom, Zendesk, Jira, Salesforce, or similar tools.
Strong organizational and time-management skills, with the ability to prioritize multiple requests and manage competing responsibilities.
High sense of ownership, accountability, and attention to detail when handling customer inquiries and resolving problems.
Flexibility and adaptability to work effectively in a fast-changing environment.
Strong problem-solving skills and a proactive approach to identifying and addressing customer needs.
Previous experience working in a SaaS business environment is highly desirable.
Familiarity with LinkedIn automation, sales outreach platforms, or similar digital products is considered a strong advantage.
Comfortable working independently while collaborating with distributed international teams.
Availability to work from 4:00 PM to midnight Kyiv time, Monday to Friday, with occasional weekends by mutual agreement.