Customer Support Agent, Tier 1
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Job Description
Customer Support Agent providing assistance via chat, email, and phone in the floral SaaS sector. Engaging with customers to troubleshoot and support their usage of the company's platform.
Responsibilities:
- Provide fast, helpful, and technically sound support to our customers via chat, email, and phone.
- Troubleshoot issues and help users navigate our SaaS platform with confidence.
- Document solutions and contribute to our Knowledge Base and internal documentation.
- Work closely with our Product and Engineering teams to flag bugs, suggest improvements, and escalate complex cases.
- Develop deep product knowledge and stay up-to-date on new features.
- Communicate clearly and professionally with customers, making complex issues easy to understand.
Requirements:
- You’re eager to learn—about technology, our platform, and the floral industry.
- You’re curious, fast-moving, and thrive in a dynamic, remote-first environment.
- You enjoy helping people and finding solutions to problems.
- You communicate clearly in both English (advanced level required) and, ideally, Spanish or Portuguese.
- You’re comfortable with tools like Slack, Jira, Intercom, and Confluence—or can learn them quickly.
- Experience in SaaS customer support.
- Familiarity with HTML or reading technical system logs.
- Background in computer science, engineering, or web development.
Benefits:
- Remote-first team: work from anywhere.
- Training, mentorship, and room to grow into senior roles.
- English classes and professional development support.
- A collaborative culture where your ideas are welcome—and can become reality.
- Competitive salary based on experience.
- Full-time, indefinite-term contract.
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