Customer Support Representative, SaaS
Hustler Marketing
Customer Support Representative, SaaS
Hustler Marketing
full-time
Posted on:
Origin: • 🇵🇪 Peru
Visit company websiteJob Level
JuniorMid-Level
About the role
- Serve as front line of 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 with confidence
- 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 the support or CRM system and keep 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 and maintain consistency in tone, empathy, and brand standards
- Master products quickly, collaborate with internal client teams, and act autonomously to protect customer relationships and reduce churn
Requirements
- 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
- Bachelor’s degree or equivalent work experience preferred
- Self-starter with ability to work autonomously
- Team player motivated by achieving clearly stated stretch goals
- Excellent time management and organizational skills
- Diplomatic and persuasive communication style
- Detail-oriented and disciplined in managing customer interactions
