Multichannel Inbound Support: Provide expert assistance via live chat, email, and phone. Inbound phone support will account for 80–100% of your daily activity.
Efficiency & Quality: Maintain a high performance standard, consistently resolving a minimum of 8 tickets per hour while maintaining top-tier customer satisfaction scores.
AI-Augmented Workflow: Work alongside our AI agents, who handle initial triage. You will step in to manage complex human interactions and ensure a seamless customer journey.
Problem Solving: Go beyond the script to troubleshoot software bugs and navigation issues. You will be the "power user" of the CE Broker platform.
Voice of the Customer: Proactively surface product feedback and recurring friction points to our internal teams to help improve the CE Broker user experience.
Process Improvement: Collaborate with the team to enhance our internal knowledge base and streamline support documentation.

Requirements

SaaS Support Experience: 2+ years in a contact center or technical support role, specifically within the SaaS industry.
Proficiency with Zendesk (or a similar CRM) is required. You must be comfortable navigating deep ticket histories and utilizing macros efficiently.
A positive mindset toward the evolution of AI in the workplace and a proven ability to learn new software platforms quickly.
Excellent verbal and written English. You can translate technical concepts into simple, friendly instructions for non-technical users. (Fluency in Spanish is a major plus!)
Associate’s degree or higher is preferred.
Remote Work Requirements: A quiet, dedicated, and professional home workspace. High-Speed Internet: Minimum 25–50 Mbps download / 5–10 Mbps upload. VOIP Stability: A stable connection capable of supporting consistent, high-quality phone calls throughout your entire shift.

Benefits

Awarded one of BuiltIn's 2025 Best Places to Work and honored as a Silver Stevie® Award Winner in the 2025 Stevie Awards For Great Employers.
Professional development allowance to help you grow in the ways that mean the most to you.
Flexibility for balancing work with the rest of life and ample PTO, including paid time off for volunteering, your birthday, and becoming a new parent.
For US Employees: 401K with company matching, as well as financial planning education and resources.
Employees can choose from HSA, FSA, and traditional insurance options for medical, dental, and vision coverage for themselves and dependents.
Lifestyle Spending Account (LSA): We support personal well-being by offering an annual lifestyle spending account that you can use for what matters most to you—whether it’s a gym membership, a meditation app, WFH equipment, or fresh produce delivered to your door.
For LATAM Employees: Your health is our top priority! We cover 100% of your health insurance premiums. Our plans include national and international coverage, so you're protected no matter where you are.
Propelus Flex Club: Our flexible benefits platform gives you monthly points to redeem on what you need most. Plus, you'll get access to exclusive discounts just for being part of our team.
We've got you covered with a life insurance policy, paid 100% by the company. You can also add your beneficiaries at an exclusive, discounted rate.

Applicant Tracking System Keywords

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

Hard Skills & Tools

SaaS supportticket resolutiontroubleshootingcustomer satisfactionAI interactionZendeskCRM navigationdocumentation improvementtechnical supportsoftware platform learning

Soft Skills

problem solvingcommunicationcollaborationcustomer feedbackpositive mindsetadaptabilityverbal communicationwritten communicationuser experience focusteamwork

Certifications

Associate's degree