Customer Support Representative, SaaS

Hustler Marketing

full-time

Posted on: 9/19/2025

Origin: • 🇦🇷 Argentina

✨ AI Apply

JuniorMid-Level

About the role

Serve as front-line support for users of digital platforms via chat, email, ticketing, and occasionally phone
Master products quickly and resolve account-level issues
Troubleshoot common usage, account, or billing issues with confidence
Escalate technical or non-standard issues to specialist/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 improvement
Uphold service level expectations and maintain consistent tone, empathy, and brand standards
Collaborate with internal client teams to close feedback loops and protect customer relationships

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 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 stretch goals
Excellent time management and organizational skills
Diplomatic and persuasive communication style
Ability to troubleshoot account, usage, and billing issues and escalate appropriately
Detail-oriented with CRM/ticketing documentation discipline
Active listening, empathy, and de-escalation skills