About The Role
We are looking for a Support Generalist who will be the first point of contact for our users and help ensure a smooth, reliable, and positive customer experience. You will handle a mix of customer inquiries, troubleshoot issues, and collaborate with internal teams to resolve problems efficiently.
This role is ideal for someone who enjoys problem-solving, communicating clearly, and working across different types of support tasks in a fast-paced environment.
Key Responsibilities
- Respond to customer inquiries via email, chat, or ticketing systems in a timely and professional manner
- Troubleshoot and resolve basic to moderately complex user issues
- Escalate technical or sensitive cases to appropriate internal teams when needed
- Maintain accurate records of customer interactions and issue resolutions
- Identify recurring issues and share feedback to improve product and processes
- Assist in updating help center articles, FAQs, and internal support documentation
- Collaborate with Product, Engineering, and Operations teams to improve user experience
- Ensure high-quality support aligned with SLAs and customer satisfaction goals
Requirements
- 13 years of experience in customer support, customer service, or a related role
- Strong written and verbal communication skills
- Ability to multitask and manage multiple support requests simultaneously
- Problem-solving mindset with attention to detail
- Comfortable using support tools (e.g., Zendesk, Intercom, Freshdesk, or similar)
- Empathetic and patient when dealing with users
- Ability to work independently and in a team environment
Nice to Have
- Experience in SaaS, marketplace, fintech, or tech startups
- Basic technical troubleshooting skills (web apps, APIs, or systems understanding)
- Experience working in a remote or distributed team
- Familiarity with CRM or ticketing systems analytics/reporting
