Customer Support Agent

📍 Location: Remote (Worldwide) 📅 Experience: 2+ years in SaaS Customer Support / Technical Customer Success

About iClosed

We're looking for the human behind iClosed's fast, helpful answer. Fin, our AI, handles the easy ones. You handle the ones that reach a person — and you handle them clean: resolved, tagged, followed up, inside SLA. If a problem needs a voice, you don't hide behind the inbox; you hop on a call and fix it. iClosed is a profit maximiser for high-ticket sales teams, helping them make more, much more by plugging in iClosed. We work with customers like Hyros.com, Iman Gadzhi, Whop, Instantly.ai, and thousands of users. Our product wins customers. What keeps them is feeling heard the moment something breaks. You're the voice on the other end, calm, clear, quick. Every ticket you touch leaves the queue better than it came in: the right answer, the right tag, a follow-up if it needs one.

 

What You'll Own

Customer Support & Resolution

• Manage and resolve Intercom conversations that require human intervention after AI handling.
• Maintain excellent first-response and resolution times while consistently meeting SLA targets.
• Deliver fast, accurate, and empathetic support across chat, email, and occasional calls.
• Own customer follow-ups and ensure every issue reaches a clear resolution.

Technical Troubleshooting

• Troubleshoot customer issues across:

( HubSpot, Close CRM, Pipedrive, Zapier, Make, Stripe, Meta Pixel, Google Tag Manager (GTM), Zoom, Slack )

• Investigate workflow logic, routing configurations, CRM integrations, automations, and data sync issues.
• Record quick Loom videos when visual explanations help customers resolve issues faster.
• Assist customers with best practices around lead qualification, appointment routing, and sales workflow optimization.

Ticket Ownership & Operations

• Maintain accurate ticket tagging and documentation.
• Perform first-level triage and determine what can be solved directly versus what requires escalation.
• Follow escalation processes and ensure clean handoffs to Product, Engineering, or Success teams.
• Work within Slack Connect channels to support business customers with a fast-response culture.

Cross-Functional Collaboration

• Partner with Success, QA, Product, and Engineering teams to identify bugs, recurring issues, and feature opportunities.
• Provide customer feedback and insights that help improve the product and support experience.
• Help build and improve support documentation, processes, and macros.

Who We're Looking For

Required

• 2+ years of experience in SaaS Customer Support, Technical Support, or Customer Success.
• Strong written and spoken English.
• Experience supporting customers in a fast-paced SaaS environment.
• Hands-on experience with CRM platforms such as HubSpot, Close, or Pipedrive.
• Familiarity with automation tools such as Zapier, Make, or N8N.
• Experience troubleshooting integrations and workflow automations.
• Understanding of webhooks, routing logic, and system integrations.
• Experience with website/funnel builders and widget embedding.
• Ability to break down complex technical issues into simple, actionable steps.

Success in This Role

• Tickets are answered quickly and resolved correctly.
• Customers feel heard, even when something breaks.
• Escalations are clean and well-documented.
• CRM, routing, and automation issues are diagnosed efficiently.
• CSAT remains high while SLA targets are consistently met.

What We Offer

• Work directly with the founding team.
• Fully remote environment.
• Flexible schedule.
• Competitive compensation.
• Long-term growth opportunities.
• Exposure to leading sales, CRM, and automation technologies.

 

Why is this one different This is the entry rung, not a dead end. Master the fundamentals (speed, clarity, CSAT), and the next step is Expert: the deep technical work, the DFYs, the harder calls. You start here, and you climb.