Customer Service Representative

Jobtailor; Portland (OR); On-site; USD 42,000 - 64,000; Full time

Job summary

Jobtailor is seeking a customer support professional to assist OneApp users and guide applicants through the application process, with follow-ups during the guarantee term. You will troubleshoot platform issues and coordinate with CX and Product to flag technical problems.

The ideal candidate has 2–3 years of SaaS customer service experience, a track record of CSAT achievement, and strong CRM/tool proficiency, with Spanish being a plus. This is a full-time on-site role in Portland, OR.

Qualifications

• 2–3 years of customer service experience in SaaS/platform support.
• Proven track record of meeting (or exceeding) CSAT targets and ticket/call response and resolution goals.
• Proficiency with call center tools, CRM software and/or ticketing systems.
• Strong verbal and written communication skills with a friendly, empathetic and helpful demeanor.
• Spanish language proficiency is preferred, but not required.

Responsibilities

• Answer applicant questions and educate them about OneApp’s offerings.
• Help them successfully complete the application, and support them on follow-ups during their guarantee term.
• Help users who are struggling with something in our platform, and/or partner cross-functionally with CX and Product to flag any technical issues.
• Respond to partner requests for access, renter application changes, and platform how-tos.
• Update partner and/or customer information accurately in all necessary systems, including Hubspot.
• Maintain clear notes and escalation of critical concerns/issues to the correct internal stakeholders.

Skills

Customer Service Experience

CSAT Target Achievement

Technical Troubleshooting Skills

CRM Software Proficiency

Spanish Language Proficiency

Tools

Hubspot

CRM Software

Job description

• Answer applicant questions and educate them about OneApp’s offerings.
• Help them successfully complete the application, and support them on follow-ups during their guarantee term.
• Help users who are struggling with something in our platform, and/or partner cross-functionally with CX and Product to flag any technical issues.
• Respond to partner requests for access, renter application changes, and platform how-tos.
• Update partner and/or customer information accurately in all necessary systems, including Hubspot.
• Maintain clear notes and escalation of critical concerns/issues to the correct internal stakeholders.

Requirements

• Minimum 2-3 years of customer service experience, preferably in platform/SaaS support roles
• Proven track record of meeting (or exceeding) CSAT targets and ticket/call response and resolution goals
• Proficiency with call center tools, CRM software and/or ticketing systems
• Strong verbal and written communication skills with a friendly, empathetic and helpful demeanor
• Excellent problem-solving abilities and technical troubleshooting skills
• Ability to remain calm, professional, and solution-focused under pressure
• Spanish language proficiency is preferred, but not required

Core Competencies

Demonstrates strong customer service skills with a focus on platform support, technical troubleshooting, and effective communication. Proficient in using CRM software and call center tools to enhance user experience and resolve issues efficiently.

Highest-signal resume keywords

• Customer Service Experience
• CSAT Target Achievement
• Technical Troubleshooting Skills
• CRM Software Proficiency
• Spanish Language Proficiency

ATS Optimization Keywords

Hard Skills

• Customer Service
• Technical Troubleshooting
• CSAT Measurement
• Ticketing Systems
• Call Center Tools

Soft Skills

• Verbal Communication
• Written Communication
• Empathy
• Problem-Solving
• Professionalism

Industry Keywords

• SaaS Support
• Platform Support

Tools & Technologies

• Hubspot
• CRM Software