Customer Support Agent

This is a fully remote position, open to applicants in Pakistan.

📋 Description

• Providing support to Mailmunch clients and delivering solutions to their challenges to enhance retention and ensure a high level of customer satisfaction.

• Minimizing customer churn by offering exceptional support through thorough product knowledge and timely assistance via Intercom or demonstrations.

• Channeling user feedback to the product team utilizing our community feedback page and Intercom tools.

• Conducting scheduled Zoom meetings to provide assistance through screen sharing.

• Upselling to current customers or identifying new leads to successfully close sales.

• Recognizing and implementing new strategies to increase Monthly Recurring Revenue (MRR).

• Managing Intercom chats.

• Conducting demo calls.

• Compiling bug reports.

• Submitting feature requests.

• Keeping daily activity reporting sheets updated.

• Completing Compliance reviews.

• Monitoring churn and exploring new methods to mitigate it.

• Reviewing reported bugs and checking their current status.

• Updating the status of Feature Requests in terms of implementation progress.

• Assessing monthly performance in accordance with managerial feedback.

• Proposing ideas to enhance the overall customer experience.

• Facilitating interaction and collaboration among project team members, including external service providers, to ensure timely delivery of projects.

⛳️ Requirements

• Minimum of 1 year of experience in customer support.

• Excellent verbal and written communication skills.

• Strong eagerness to learn new tools and technologies.

• Inquisitiveness to identify and resolve issues effectively.

• High attention to detail.

• Analytical and process-driven mindset.

• Comfortable working collaboratively across various departments in a fast-paced environment.

• Active team player, self-motivated, and capable of multitasking while adjusting priorities efficiently.

• Familiarity with any Customer Relationship Management (CRM) software is a plus.

• Proficient in drafting formal communications.

• Understanding of E-commerce platforms and SaaS businesses.

• Bachelor's degree or higher.

🏝️ Benefits

• Opportunity for professional growth and development.

• Access to a collaborative and innovative work environment.

• Flexible working hours and remote work options.

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.