Confidential · 10 hours ago
Customer Support Representative
United States
Full-time
Remote
Mid, Senior Level
$50K/yr - $110K/yr
5+ years expConfidential is a leading Business Development firm currently in a high-growth phase. They are seeking a Senior Customer Support Representative to handle complex tier-2/3 escalations and set the standard for service excellence in a remote environment.
Information Technology & Services
Responsibilities
Expert Problem Solving: Troubleshoot and resolve high-priority technical issues that require deep product knowledge
Operational Leadership: Identify recurring customer pain points and lead small-scale projects to improve the internal support workflow
Customer Advocacy: Partner with the Product and Engineering teams to ensure the "voice of the customer" is reflected in the product roadmap
Mentorship: Conduct peer reviews of support tickets and provide constructive feedback to junior team members to maintain high CSAT scores
Technical Writing: Update the internal Knowledge Base (KB) with solutions for newly discovered edge cases
Qualification
Required
5+ years in a customer-facing support role within the (Business Development) industry
High proficiency with Zendesk (or similar CRM), Slack
Proven ability to manage a high volume of tasks independently without direct daily supervision
Exceptional written English and the ability to de-escalate frustrated customers with empathy and professionalism
Must be legally authorized to work in the US and reside in a US time zone
Benefits
Equity/Bonus: Performance based bonuses
Career Path: This role is designed for someone looking to move into a Support Lead or Managerial position within 12–18 months.
Company
Confidential
Our clients come to us for help in recruiting the best mid-to-senior-level talents in the market.
Founded in 2014Bangalore, IN
11-50 employeesFunding
Current Stage
Early StageCompany data provided by crunchbase