Customer Support Agent

We are seeking a personable and solution‑focused Customer Support Agent to join our growing Customer Experience team. This role combines empathetic customer care, clear problem solving and efficient case management to deliver consistently helpful outcomes. The successful candidate will support customers across multiple channels, escalate and resolve issues in partnership with product and engineering, and contribute to improvements in our support processes and knowledge resources.

About the role

You will be responsible for handling inbound enquiries via email, live chat and phone, diagnosing problems, and guiding customers to timely resolutions while maintaining a calm and professional manner. The role requires strong communication skills, attention to detail and the ability to work with internal teams to investigate and close more complex cases. You will help maintain our help centre content, identify trends in incoming requests and contribute to service improvements that reduce friction for customers.

Responsibilities

• Respond to customer enquiries across email, live chat and phone in a timely, courteous and accurate manner.

• Diagnose issues, reproduce problems when possible and provide clear guidance or workarounds to customers.

• Log, triage and escalate technical issues to product or engineering teams with thorough documentation and steps to reproduce.

• Use the company CRM and ticketing tools to manage case life cycles, update statuses and ensure SLAs are met.

• Maintain and contribute to knowledge base articles and FAQs to improve self‑service and reduce repeat contacts.

• Identify recurring customer pain points and share insights with product, UX and operations to drive service improvements.

• Support customer feedback collection and participate in regular team reviews to refine support processes and training.

• Deliver clear, empathetic communications and follow up to ensure customer satisfaction and case closure.

Requirements

• Proven experience in customer support, contact centre or frontline service role, ideally within a digital product or SaaS environment.

• Excellent written and verbal communication skills with the ability to explain technical concepts in plain language.

• Comfortable using CRM/ticketing systems (e.g. Zendesk, Freshdesk, Intercom) and familiarity with basic troubleshooting workflows.

• Strong problem‑solving mindset with attention to detail and the ability to prioritise under pressure.

• Customer‑first attitude, patience and resilience when handling difficult conversations.

• Ability to work collaboratively across teams, manage time effectively and meet agreed service levels.

Nice to have

• Experience supporting customers across multiple channels including phone, chat and social media.

• Familiarity with basic product analytics or ability to interpret common support metrics (CSAT, NPS, first response time).

• Additional language skills or previous experience in a remote/customer‑centric startup environment.

What we offer

• A collaborative and inclusive culture that values helpfulness, learning and continuous improvement.

• Opportunities to develop product knowledge, progress within the customer experience team and influence product direction.

• Competitive salary, flexible working arrangements and support for training and professional development.

We are an equal opportunity employer and welcome applications from all individuals. If you require adjustments during the selection or interview process, please let us know and we will make reasonable arrangements.