Customer Support Agent, SaaS

This is a fully remote position, open to applicants in Florida, +2 more states.

📋 Description

• Delivering Product Support: Become a specialist in our product to effectively respond to customer inquiries, providing timely and accurate assistance through email, web forms, phone, and live chat.

• Technical Proficiency: Investigate and pinpoint relevant JSON logs and traces to identify root causes, and engage in discussions with 2nd line support.

• Categorizing and Prioritizing Inquiries: Assess the urgency of customer requests and categorize them for efficient management and assignment. Ensure that complex problems are escalated to the right teams.

• Documenting Solutions and Creating Resources: Write and refresh knowledge base articles and internal documentation to empower customers to self-serve, thereby decreasing the frequency of repeat inquiries and the resolution time for Support.

• Collaborating Across Teams: Partner closely with Customer Success Managers, the Engineering team, and other departments to address issues, share insights, and enhance the customer experience.

• Delivering Exceptional Customer Service: Aim to impress customers by providing a smooth, friendly, and effective support experience that fosters trust and loyalty.

• Tracking and Monitoring Issues: Log, track, and oversee problems to ensure prompt resolutions, keeping customers updated throughout the process.

• Adhering to SLAs and KPIs: Regularly meet or surpass Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to uphold high standards of service quality.

⛳️ Requirements

• Experience: A minimum of 3 years in a customer support role, preferably in the SaaS or technology sector.

• Industry Knowledge: Understanding of SaaS products, startups, and the customer support landscape, especially in B2B settings.

• Technical Skills: Proficient in using support tools and platforms such as Zendesk, Slack, Datadog, and Linear.

• Education: A bachelor’s degree or equivalent experience.

• Work Schedule: We are looking to hire our second US-based Agent, with working hours from 8am to 5pm in the Eastern Time Zone, Monday through Friday, including a 1-hour lunch break.

• Technical Proficiency: Experience in reviewing, interpreting, and discussing programmatic logs and trace results.

🏝️ Benefits

• Competitive Salary: Approximately $55,000 - $65,000, depending on relevant experience and qualifications for the role.

• Performance Bonuses: Opportunities for bonuses based on performance.

• Stock Options: Significant equity stake in the company.

• Comprehensive Medical/Dental/Life Insurance: Insurance coverage for individuals and families partially subsidized by the company, along with the option to participate in a pre-tax health Flexible Spending Account.

• Retirement Plan: Opportunity to contribute pre-tax dollars to a 401(k) retirement plan with company matching contributions.

• Paid Time Off: Unlimited paid time off — performance is assessed by outcomes rather than hours worked.

• Flexible Work Options: Remote work opportunities.

• Paid Parental Leave: 16 weeks for the primary caregiver and 4 weeks for the secondary caregiver after one year of service.

• Additional Perks: Choose your laptop (Mac or Windows), regular company events to engage with teammates, and opportunities for ongoing professional development.