Customer Support Representative, SaaS

Hustler Marketing

full-time

Posted on: 9/18/2025

Origin: • 🇨🇴 Colombia

✨ AI Apply

JuniorMid-Level

About the role

Serve as front-line support for users of digital platforms via chat, email, ticketing, and occasionally phone
Respond to incoming user queries delivering clear, helpful, and timely solutions
Troubleshoot common usage, account, or billing issues and resolve account-level problems
Escalate technical or non-standard issues to specialist or product teams when needed
Perform diligent follow-ups to ensure complete resolution of support cases
Document interactions clearly in support/CRM systems and maintain accurate records
Contribute to knowledge base materials, FAQs, and support content to improve self-service
Identify patterns of issues and report feedback to product/operations teams for continuous improvement
Uphold service level expectations, consistency in tone, empathy, and brand standards
Master client products quickly and collaborate with internal client teams to close feedback loops

Minimum 2 years of customer support experience (SaaS or tech/digital industries preferred)
Proven experience handling high volume of user interactions via email, chat, or tickets
Familiarity with one or more support/CRM systems (e.g., Zendesk, Intercom, Freshdesk, Salesforce)
Strong written and verbal English; exceptional business-level English communication skills
Ability to learn software and product workflows quickly
Comfortable working remotely and coordinating across time zones
Educational qualification: Bachelor’s degree or equivalent work experience preferred
Self-starter with proven ability to work autonomously with minimal team overlap
Team player motivated by achieving clearly stated stretch goals
Excellent time management and organizational skills
Diplomatic and persuasive communication style
Experience troubleshooting account, usage, or billing issues
Detail-oriented and disciplined in CRM/ticket record-keeping