Full time Remote
We’re looking for someone to provide exceptional support via Intercom, WhatsApp, and Slack, assist with AI bot setups, and engage with VIP clients. If you’re passionate about delivering outstanding customer experiences in a fast-paced environment, we want to hear from you!
Responsibilities
- Providing customer support and guidance through Intercom Live Chat/Email, for non-agency users.
- Delivering timely Premium support to VIP clients via WhatsApp and Slack for agency channels/ groups.
- Initiating online meetings with customers for offering direct support and address concerns for unusual bugs.
- Documenting detailed description of the request reported and raising tickets for the internal QA/ Dev team.
- Assisting with the setup and configuration of AI/Rule-Based bots.
- Reporting customer’s feedback based on UX/UI, bug issues, feature requests and roadmap.
- Keeping clients informed with timely product updates and feature releases (setting up banners, chat triggers, posting release notes).
- Updating existing and writing new articles/ creating video tutorials for the Help Center.
Requirements
- High proficiency in English (both spoken and written).
- 2+ years of experience in a Customer Support Specialist role within the SaaS/Tech industry.
- Experience with LinkedIn/ Email outreach tools.
- Experience with LinkedIn platform and premium services like Sales Navigator/Recruiter.
- Experience with customer support systems such as Intercom, Zendesk, or HubSpot.
- Adaptability in a fast-paced startup environment.
- Empathetic approach when communicating with customers.
- Technical aptitude and persistence in resolving complex issues.
- Efficiency in task execution and meeting deadlines.
- Proactiveness and contribution to positive team changes.
- Flexibility for shift work and work during weekends.
