Customer Support Representative

Overview As a Customer Service Representative within our RaaS talent pool, you\'ll serve as the front line of support for users of digital platforms. Depending on client requirements, you will manage queries through chat, email, ticketing systems, and occasionally phone, ensuring every interaction leaves a positive, professional impression. You\'ll master products quickly, resolve account-level issues, escalate when needed, and collaborate with internal client teams to close feedback loops. The role demands attention to detail, patience, product knowledge, good communication, and the ability to act autonomously, upholding high standards for the company\'s success. This role is a great fit if you enjoy finding solutions, communicating with people, thrive in structured workflows, and can think on your feet when situations require flexibility. You\'ll help businesses protect customer relationships, reduce churn, and create memorable user experiences. Mission Statement The mission of this role is to ensure every user interaction reflects the quality promise of our RaaS network: fast, accurate, empathetic, and proactive support. You\'ll play a crucial role in protecting client relationships, improving user satisfaction, and ensuring customers remain loyal and supported. General Responsibilities Respond to incoming user queries (email, chat, ticketing), delivering solutions that are clear, helpful, and timely Troubleshoot common usage, account, or billing issues with confidence Escalate more technical or non-standard issues to specialist or product teams when needed Diligent follow-ups to ensure complete resolution of support cases Document interactions clearly in the support or CRM system; ensure records are accurate and helpful Contribute to knowledge base materials, FAQs, and support content to improve self-service for users Identify patterns of issues and report feedback to product/operations teams for continuous improvement Uphold service level expectations and maintain consistency in tone, empathy, and brand standards Note: This role description reflects responsibilities in the context of Hustler Marketing\'s RaaS talent pool. Position Specifications Full-time commitment, 8 hours per day Availability during appropriate office hours depending on the client\'s time zone (often European or US hours) Competitive compensation with potential for additional benefits Full employee status with payroll, statutory benefits, and employment compliance Paid annual leave and sick leave Standard notice period according to the employment contract Requirements About You Profile You are a dedicated support professional with strong communication skills and a customer-first mindset. 2+ years of experience in customer service, ideally within SaaS, tech, or digital-product environments. Capable of learning new platforms quickly, managing multiple support channels, and balancing empathy with efficiency. Ability to thrive in structured processes but can adapt and exercise judgment when situations fall outside the script. Ability to explain things simply, follow through reliably, and escalate issues appropriately. You enjoy helping people and taking pride in leaving every customer feeling heard and supported. Working in remote or distributed teams is familiar to you; collaboration and clear communication are your strengths. Detail-oriented and disciplined in how you manage customer interactions, keeping records accurate in CRM or ticketing systems, and ensuring every issue is tracked to closure. SaaS environments move quickly, and you are comfortable handling a high volume of queries without compromising on quality. You can switch between multiple support tools with ease, manage competing priorities, and stay composed under pressure. The ability to spot recurring issues and provide actionable feedback to product or engineering teams adds value beyond the individual interaction. Key Traits for This Position Empathy, communication, and problem-solving with strong organizational discipline Active listening and de-escalation skills with clear written and verbal communication Ability to translate technical topics into simple, actionable explanations Strong organizational skills and ability to manage multiple tickets with diligence Autonomy, accountability, and adaptability to new platforms and tools Key Requirements Minimum 2 years of customer support experience (SaaS or tech/digital industries preferred) Experience handling high volumes of user interactions via email, chat, or tickets Familiarity with one or more support/CRM systems (e.g., Zendesk, Intercom, Freshdesk, Salesforce) Strong written and verbal English Ability to learn software and product workflows quickly Comfortable working remotely and coordinating across time zones Educational qualification: Bachelor\'s degree or equivalent work experience preferred Exceptional business-level English communication skills Self-starter with proven ability to work autonomously with minimal team overlap Team player motivated by achieving clearly stated stretch goals Excellent time management and organizational skills Diplomatic and persuasive communication style Seniority level Entry level Employment type Full-time Job function Other Industries IT Services and IT Consulting Greater Buenos Aires $28,000.00-$35,000.00 1 month ago Live updates and job posting content powered by our platform. #J-18808-Ljbffr