Remote Freelance Support Agent (SaaS)

Social Discovery Group; United States; Remote; USD 25,000 - 39,000; Part time

Benefits offered by this job

Remote work

Job summary

Social Discovery Group (SDG) is seeking a freelance Support Agent to join our remote team. You will handle live chat and email tickets, maintain fast response times, and help customers resolve issues across our SaaS products. This role offers remote work with a PST-friendly shift (11:00 am–7:00 pm).

We require at least two years in customer support, experience with high ticket volumes, and strong written English. Familiarity with Freshdesk, Zendesk, or Intercom is a plus.

Qualifications

• Minimum 2+ years in customer support/experience.
• Experience with live chat and email support.
• Ability to handle high ticket volumes and backlogs.
• Experience with SaaS, tech, AI or subscription products preferred.
• Proficiency with Freshdesk, Zendesk or Intercom.

Responsibilities

• Answer new support tickets across live chat and email.
• Work through backlog tickets prioritizing oldest/urgent cases.
• Maintain a fast First Response Time (FRT).
• Troubleshoot and resolve customer issues.
• Escalate cases that require another team.
• Follow up on pending conversations and update tickets.
• Follow existing support processes, templates, and standards.

Skills

Customer support

Live chat & email support

High ticket volume handling

SaaS/tech experience

Strong written English

Tools

Freshdesk

Zendesk

Intercom

Job description

Social Discovery Group (SDG) is seeking a freelance Support Agent to join our remote team. You will handle live chat and email tickets, maintain fast response times, and help customers resolve issues across our SaaS products. This role offers remote work with a PST-friendly shift (11:00 am–7:00 pm).

We require at least two years in customer support, experience with high ticket volumes, and strong written English. Familiarity with Freshdesk, Zendesk, or Intercom is a plus.