Customer Support Representative - 20790

Satisfaction & Standards: Maintain high first-contact resolution rates, rapid response times, and excellent customer satisfaction (CSAT) scores across all interactions.

Support Tool Optimization: Provide continuous feedback from front-line customer interactions to help build, refine, and improve internal support macros, FAQs, and help center documentation.

Tool Stack Navigation: Utilize standard operational tools—including web-based email clients, Microsoft Office/Excel, and CRM databases—to track customer records and update account details accurately.

Customer Support Experience: 1–3 years of professional experience in a customer support role, with a strong preference for chat-based or digital support environments.

Platform Proficiency: Hands-on experience navigating Intercom or similar live chat support platforms (e.g., Zendesk, Freshdesk, Drift).

Communication & Speed: Strong written English communication skills with a focus on tone clarity, empathy, and professional grammar. Excellent typing speed and numerical accuracy.

Startup Operating Style: Highly adaptable, proactive, and comfortable operating in a fast-moving, evolving startup environment where processes are continuously refined.

Prior experience supporting a B2B or B2C SaaS (Software-as-a-Service) or web-based product.

Direct exposure to or familiarity with AI-assisted support tooling (e.g., automated AI bots, smart macro suggestions, or generative text tools).

Response & Resolution Velocity: Meeting or exceeding target first-response times and resolution benchmarks across the live chat queue.

Customer Satisfaction (CSAT): Consistently maintaining high CSAT ratings and positive customer feedback scores.

Documentation Contribution: Actively identifying customer pain points and contributing actionable entries to internal help center documentation.