Customer Support Agent

Remote; San Francisco (CA); Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Paid vacation 24 days

Paid sick leave 10 days

Educational and development programs

Medical expense budget

Birthdays & work anniversaries budgets

Job summary

Partner company is seeking a Customer Support Agent for an innovative SaaS platform focusing on sales outreach. You will support an international user base via live chat and email, guide onboarding, troubleshoot issues, and help users maximize value.

You will collaborate with Product and Engineering in a remote, fast-paced environment; 2+ years of experience, English C1, familiarity with Intercom, Zendesk, Jira, Salesforce. This role offers 100% remote work and competitive compensation.

Qualifications

• 2+ years of professional experience in customer support or a similar role.
• Advanced written English proficiency (C1).
• Experience with live chat and email support.
• Familiarity with ticketing platforms such as Intercom/Zendesk/Jira/Salesforce.

Responsibilities

• Respond to customer inquiries via live chat and email with clear, helpful solutions.
• Troubleshoot issues and escalate bugs to internal teams as needed.
• Guide new users through onboarding and feature adoption.
• Advocate for customers by sharing feedback with Product and Engineering.

Skills

Customer support

Live chat

English proficiency

Ticketing platforms

Tools

Intercom

Zendesk

Jira

Salesforce

Job description

Defining the future of work & living globally

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Agent based in United Kingdom.

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.

Accountabilities

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:

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.

100% remote working arrangement, offering flexibility and work-life balance.

Competitive salary based on skills, experience, and expertise.

24 days of paid annual vacation.

10 days of paid sick leave.

Educational and professional development opportunities.

Additional compensation budget for medical expenses and hobbies or sports activities.

Generous budgets for birthdays and work anniversaries.

Online and offline team-building events and social activities.

Collaborative and innovative international working environment.

Opportunity to contribute to the development and improvement of a growing SaaS product.

Supportive team culture with opportunities to learn and grow professionally.