Job Description

Job Description

***Customer service representative***
***Onsite in Raleigh, NC***

As a Customer Service Representative , you will play a vital role in delivering outstanding support to our customers and ensuring they have smooth and successful experience with our products. You'll serve as a primary contact point, helping users resolve issues, guiding them through processes, and contributing to customer satisfaction and retention.

Key Responsibilities

• Serve as the first point of contact for customer inquiries through chat, email, and phone
• Respond promptly and professionally to product questions, technical concerns, and general assistance needs
• Troubleshoot and resolve customer issues efficiently or escalate them to appropriate internal teams when needed
• Guide users through system navigation, setup, or simple troubleshooting tasks using written and verbal communication
• Document interactions and ensure accurate tracking of customer issues and resolutions using CRM and support tools
• Deliver exceptional service and maintain a customer-first mindset in every interaction
• Assist in gathering customer feedback and identifying patterns to improve the overall support experience
• Collaborate cross-functionally with the Customer Success and Product teams to ensure user needs are communicated and addressed
• Participate in training sessions to stay current with product updates and internal tools
• Support user adoption through basic product guidance and resource sharing

Qualifications

• Passionate about delivering excellent customer service and helping users succeed
• Strong verbal and written communication skills
• Patient, empathetic, and comfortable interacting with diverse customer personalities
• Proactive problem-solver with attention to detail and the ability to multitask
• Interest in technology and confidence in learning and explaining new tools
• 1-2 years of customer service or support experience (ideally in a SaaS or tech environment)
• Familiarity with tools like Intercom, Zendesk, Salesforce, or similar platforms is a plus
• A team-oriented mindset with a willingness to learn and grow within a fast-paced environment

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