Customer Support Agent

Relo Metrics; Remote; USD 10,000 - 60,000; Full time

Job summary

A fast-growing global SaaS company is seeking a Customer Support Agent in New York. This role is critical for interfacing with customers to help them understand the platform and support them effectively. Responsibilities include managing support tickets, collaborating with the product team to report on bugs, and creating content for the Help Center. Candidates should have 2–3+ years in a customer-facing role, strong analytical skills, and knowledge of SQL and Python. The position offers competitive hourly pay along with various benefits.

Benefits

401(k) retirement plan

Bonus potential

Work from home flexibility

Qualifications

• 2–3+ years of proven experience in a customer-facing role at a technology solution.
• Direct experience as a Customer Support Agent triaging and troubleshooting issues.
• Experience working cross-functionally across multiple teams.

Responsibilities

• Manage and organize inbound tickets from customers and internal team members.
• Serve as the primary point of contact for various ticket types.
• Inform customers about new features and functionalities.

Skills

Knowledge of SQL

Knowledge of Python

Strong attention to detail

Excellent people skills

Proven analytical skills

Ability to manage multiple projects

Strong communicator

Education

Bachelor’s Degree or equivalent work experience

Tools

Zendesk

Freshdesk

Intercom

Zoho

Looker

Job description

About Relo Metrics
Relo Metrics is an AI‑powered, fast‑growing, global SaaS company that works with marquee sports leagues, clubs, agencies and brands to help them realize and optimize the value of their sports sponsorship investments. Our sponsorship analytics intelligence platform empowers our clients with the insights they need to retain and grow revenue with dedicated support from our world‑class team of industry experts.

Overview

The Customer Support Agent will serve one of the most critical roles in the Relo Metrics business function, interfacing directly with customers and internal team members on a daily basis. The Support Agent will work closely with customers to assist in fully realizing and understanding Relo Metrics’ platform and value proposition. They will answer questions, share best practices and key documentation, triage various question and issue types, and deliver solutions across the entire customer base at scale. The Agent will act as a platform expert, specialize in triaging bugs or platform errors ahead of escalation to Product and Engineering, and serve as the true voice of the customer, aggregating key trends and identifying opportunities to deliver additional value. The role requires strong attention to detail, analytical and organizational skills, excellent communication skills, the ability to navigate help desk software, and the ability to build trust quickly and grow that trust over time.

What You’ll Be Doing

Support Ticketing Management (60%)

• Manage and organize a portion of all inbound tickets from customers and internal team members
• Be responsible for a portion of tickets, with specialization in cross‑functional Product and Engineering client support
• Serve as the primary point of contact and escalation across various ticket types
• Respond to customer questions in a timely, professional and accurate manner
• Identify customer needs and help customers leverage specific features
• Follow up with customers to ensure that all issues are resolved
• Leverage support tools to efficiently deliver a world class customer experience and gather customer feedback

Partnership with Customer Success and Product (30%)

• Inform customers about new features and functionalities in collaboration with Customer Success and Product
• Develop a direct connection with the Product and Engineering team. Maintain a throughline of feedback and develop new workflows around product trends.
• Analyze and report product bugs and malfunctions—be a lead internal tester to troubleshoot various issues and identify root causes. Troubleshoot directly with the client before asking Product and Engineering for assistance.
• Become a Relo Product expert and help both customers and coworkers succeed via knowledge sharing

Content Creation and Help Center Management (10%)

• Ideate, create and publish new content for the Customer Support Help Center in collaboration with other team members
• Develop strategic Product resources to train both clients and internal teams on troubleshooting Product malfunctions or bugs
• Standardize best practices, knowledge bases, and external‑facing documentation to create scale in the customer support role
• Report on metrics for frequently visited articles and identify opportunities for new content creation

Qualifications

Education

• Bachelor’s Degree or equivalent work experience

Experience

• Start‑up experience preferred
• 2‑3+ years of proven experience in a customer‑facing role at a technology solution, agency, brand or media company.
• Direct experience as a Customer Support Agent triaging, troubleshooting, escalating, and communicating various issue types from customers and internal team members.
• Experience working cross‑functionally across multiple teams.
• Proven expertise in managing customer engagements.
• Experience working within a Customer Support platform such as Zendesk, Freshdesk, Intercom, or Zoho.
• Experience working with SQL and Python.
• Experience working with Data Visualization tools, like Looker.
• Ability to identify insights and trends and direct inquiries to the appropriate parties for further investigation and solutions development.
• Experience working with data, analytics, and backend engineering preferred.

Skills

• Knowledge of SQL and Python
• Strong attention to detail
• Excellent people skills – must be empathetic, understanding, patient, confident, and good humored.
• Possess the ability to interact and communicate with a broad spectrum of personality types.
• Proven analytical and organizational skills.
• Ability to manage multiple projects simultaneously in a fast‑paced environment.
• Capable of efficiently learning all aspects of customer‑facing and internal‑facing product platforms.
• Strong communicator with good response time and ability to coach and train at a high level.

Personal Attributes

• Willing to learn additional Engineering‑specific platforms
• Experience with AI usage and adoption
• Passionate about sports
• Customer‑obsessed
• Confidence to deliver consistent messaging to external stakeholders
• Initiative to solve problems autonomously
• Diligent, detailed, and hard working in all tasks
• Ability to wear many hats and work with multiple teams.

What's In It For You?

At Relo Metrics, competitive base pay is a part of a total rewards package which also includes benefits and wellness. The reasonable estimated base pay range for this role is from $30 – $32 hourly. The actual amount may be higher or lower. Individual compensation will vary based on factors including, but not limited to, relevant qualifications, work location, and labor market conditions.

The total rewards package offered also includes an employer‑matched 401(k) retirement plan, and depending on the role, participation in a bonus, commission, or stock incentive program. Your recruiter can share more specifics during the hiring process. Learn more about our U.S. benefits & perks package at gumgum.com/benefits.

Note: This position offers the opportunity for remote work or 'work from home'. However, Relo Metrics is excited to only consider applicants residing in the local area listed in the job description for business needs including some or all of the following: client interaction, team interaction, timezone, etc.