Customer Service Representative

hace 2 semanas

Medellín, Colombia OperationsArmy A tiempo completo

**Fully Remote Customer Service Representative (Self-Serve SaaS)**
**(Weekend + Weekday Schedule)**

Are you passionate about helping users succeed with innovative software? Join us on the frontlines as a **Customer Service Representative** during our exciting self-serve launch. You'll be the go-to resource for troubleshooting, guiding users, and enhancing the customer experience all while collaborating closely with a fast-moving internal team.

**Role Overview**:
As a key member of our remote support team, you'll provide world-class assistance to self-serve users, ensuring their onboarding is seamless and their questions are resolved quickly and effectively. You'll work across multiple communication channels and support systems, helping shape our support function at a critical stage of growth.

**Note**:
**What You'll Do**:
**Customer Interaction & Issue Resolution**
- Collaborate with AI-powered bots, escalating complex or sensitive issues for human resolution as needed
- Communicate clearly, empathetically, and professionally with users from diverse backgrounds

**Knowledge Sharing & Onboarding**
- Assist new users with onboarding, answering first-time questions and guiding them through setup
- Identify knowledge gaps and contribute to internal documentation and help articles
- Coordinate with the core team during initial onboarding phases before transitioning to night shift coverage

**What We're Looking For**:
**Must-Have Experience**
- Previous experience in a customer support role at a software company (startup or fast-growth SaaS strongly preferred)
- Exceptional written communication skills in English
- Familiarity with tools like Slack, Intercom, Linear, Jira, Pylon, or similar support and automation systems
- Ability to thrive in a remote setting with mínimal oversight, embracing ambiguity and startup-paced work

**Tools You'll Use**:

- Slack
- Pylon
- Jira
- Linear

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