Floowi Inc

Customer Support

Floowi Inc

full-time

Posted on:

Location Type: Remote

Location: Mexico

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About the role

  • Own the full lifecycle of inbound support tickets from receipt through resolution across email, chat, and phone.
  • Investigate issues by reproducing scenarios, reviewing account configurations, and analyzing logs to ensure accurate resolution.
  • Maintain organized and prioritized ticket queues within CRM systems, ensuring SLA targets are consistently met.
  • Act as the primary point of contact for users, coordinating with product, engineering, and customer success teams.
  • Create and maintain help documentation, including FAQs and troubleshooting guides, to support self-service.
  • Identify recurring issues and escalate patterns to internal teams to support long-term product improvements.

Requirements

  • Experience managing inbound support requests across multiple channels such as email, chat, and phone.
  • Strong ability to investigate and troubleshoot issues within a software or platform environment.
  • Experience working with CRM or ticketing systems such as HubSpot, Zendesk, or Intercom.
  • Ability to document processes and create clear, user-friendly help content.
  • Experience collaborating with cross-functional teams such as product, engineering, or customer success.
Benefits
  • Competitive salary in USD
  • Remote-first flexibility. Work from anywhere.
  • A monthly flexible benefits budget, in addition to your salary.
  • PTO and paid U.S. holidays
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingissue investigationticket managementdocumentation creation
Soft Skills
communicationcollaborationorganizationprioritization