***Applicants should be available and willing to work on-site***

About the role

We’re looking for a motivated, high-performing team player to join our Customer Support team! This is a great opportunity to launch your career in the tech industry. As a Customer Support Representative, you'll assist our clients with billing and pricing-related inquiries while helping them get the most value from our product. You'll work closely with customers, resolve complex issues, and collaborate across teams to improve the overall experience. If you enjoy problem-solving, helping others, and being part of a fast-paced, supportive environment — we want to hear from you!

Responsibilities:

• Serve as the main point of contact for customer inquiries through various channels, including chat and email, ensuring comprehensive, empathetic, and insightful responses.
• Conduct in-depth troubleshooting to resolve complex client issues related to billing, pricing, and technical aspects. 
• Handle and process billing-related tasks such as plan refunds and policy-related inquiries, chargeback explanations and processing, invoice reviews and clarifications, addressing billing discrepancies (e.g., overcharges, duplicate charges), managing late fee disputes, and clearly explaining plan and product details.
• Educate customers on platform best practices and product features tailored to their specific business needs.
• Proactively serve as a bridge between the company and customers by communicating missing features, common blockers, and time-consuming pain points.
• Investigate root causes of issues through thorough platform analysis, isolating problems, and referencing technical documentation.
• Collaborate closely with higher support tiers to enhance the platform’s functionality in ways that directly benefit the customer experience.
• Provide structured feedback to internal teams—including Product, Marketing, and R&D—to support continuous product improvement.
• Maintain professional communication with customers, clients, and service providers, ensuring high-quality customer interactions.
• Assist in creating and maintaining clear documentation for customer support processes and knowledge sharing.
• Participate in internal projects that drive team performance and contribute to your personal development.
• Remain flexible with scheduling and willing to perform other related tasks as assigned, adapting quickly to changing priorities.

Requirements:

• Previous experience in customer service or support.
• High English proficiency (minimum B2 level).
• Technical Skills: Experience with G-Suite and understanding of quality processes; comfortable navigating and learning new technologies.
• High School Diploma or equivalent

Skills:

• Customer Service Skills: Strong empathy and patience, ability to maintain professionalism under pressure, and commitment to providing a positive customer experience
• Communication: Excellent written and verbal skills with the ability to clearly convey information and handle difficult conversations with empathy.
• Problem Solving & Analytics: Root cause analysis and issue investigation, strong research abilities, attention to detail, and ability to identify and correct billing errors
• Conflict Resolution: Experience managing billing disputes, ability to de-escalate frustrated clients, and skilled at finding mutually agreeable solutions
• Mindset & Personality: Service-oriented with a can-do attitude; demonstrates leadership qualities, initiative, accountability, adaptability, and a positive attitude. A team player—creative and proactive in finding solutions. Strong focus on accuracy and detecting inconsistencies, with a startup mentality—comfortable in fast-paced, evolving environments.