Customer Service Representative (Intercom)

Permanent Employee, Full-time, Remote, EST Shift
Salary: Up to $750

Job Summary:

As a Customer Service Representative, you’ll be the frontline of support, providing fast, accurate, and friendly assistance to our customers through Intercom chat. You’ll be expected to handle customer inquiries with a focus on providing clear solutions and maintaining a first response time of under 4 minutes. Additionally, you’ll be trained on using the backend to resolve technical issues and help customers navigate the platform effectively.

Responsibilities:

  • Respond to customer inquiries via Intercom chat in a timely and professional manner, aiming to resolve issues quickly and efficiently.

  • Maintain an average first response time of under 4 minutes during all working hours.

  • Become proficient in the company’s backend system to troubleshoot and assist with customer inquiries regarding the platform’s features and functionality.

  • Provide guidance and solutions on common customer issues, including account setup, troubleshooting, promotions, and usage.

  • Ensure consistent communication with customers by providing timely updates and resolutions.

  • Document customer interactions, issues, and resolutions in our CRM system.

  • Collaborate with team members and other departments to escalate complex issues when necessary.

  • Assist with feedback collection to help improve the customer experience and enhance our platform.

Requirements:

  • 3+ years of experience in a customer service role, preferably in a fast-paced, chat-based environment.

  • Experience using Intercom

  • Excellent written communication skills with the ability to convey complex information in a clear and approachable manner.

  • Ability to manage multiple conversations simultaneously while maintaining a high level of accuracy.

  • Strong problem-solving skills with the ability to think critically and stay calm under pressure.

  • Detail-oriented and able to follow up to ensure customer satisfaction.

  • Familiarity with SaaS products or backend systems is a plus, but not required—training will be provided.

  • Ability to work independently and as part of a team.

  • Must be available to work 9am - 5pm EST, Saturday through Wednesday.