Customer Service Representative

OpsArmy

  • Brasil
  • Permanente
  • Período integral
  • Há 1 mês
  • Aplicar facilmente
Customer Service Representative (Self-Serve SaaS)Apply here: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 OverviewAs 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.Customer Interaction & Issue Resolution
  • Respond promptly to customer inquiries across Slack, support email, and ticketing systems (e.g., Pylon), while meeting SLA targets
  • 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
What We're Looking For
  • 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 minimal oversight, embracing ambiguity and startup-paced work
Apply here:

OpsArmy