Customer Support Representative

Client Company: US Based NASDAQ Listed Client

Location: Remote (US Eastern Time Zone Alignment Required)

Shift Coverage: Staggered shifts within 7:00 AM – 7:00 PM ET, Monday to Friday (with occasional weekend rotations, TBC)

Support Channels: Email & Chat Only (No phone support)

The Opportunity

We are on a joint mission to empower businesses with secure, high-performance, and healthy email operations. Our client’s premium email verification platform ensures that senders reach real people and protect their sender reputations.

To support these industry-leading platforms, we are building a highly agile, cross-trained, and multi-disciplinary customer support team. In this role, you will enter a collaborative, close-knit squad of four customer support professionals. You will undergo robust cross-training to support with the platforms, serving as the direct, reactive lifeline to email marketers, senders, and developers worldwide.

Key Responsibilities

Whether entering as a Tier 1 or Tier 2 representative, your daily success and performance will be measured against our core R.E.G.O. framework:

1. Multi-Brand Support Operations (Tier 1 Focus)

• Reactive Issue Resolution: Manage and resolve incoming support tickets and live chats efficiently, acting as the primary point of contact for our platform.

• Account & Billing Management: Assist users with initial onboarding, account setups, billing issues, platform navigation, and verification credit management.

• SLA Compliance: Meet or exceed team first-response and resolution time goals while maintaining a warm, helpful, and highly professional tone.

• Initial Triage: Identify and troubleshoot general inquiries, escalating complex technical bugs or high-level account disputes to Tier 2 and engineering teams.

2. Advanced Technical Troubleshooting (Tier 2 Focus)

• Technical Escalation: Resolve complex customer inquiries involving API integrations, webhook configurations, database queries, and custom developer setups.

• Deliverability & Hygiene Analysis: Analyze customer verification logs and deliverability metrics to provide consultative, actionable recommendations on domain hygiene and spam-trap mitigation.

• Engineering Liaison: Document, track, and reproduce platform bugs, working directly with our platforms and product developers to ensure rapid resolution.

• Internal Mentorship: Act as a technical resource and mentor for Tier 1 support representatives, helping build team-wide knowledge of email deliverability mechanics.

3. Commercial Alignment & The R.E.G.O. Strategy

• Retain (Retention): Provide rapid, accurate, and empathetic solutions to minimize client friction, safeguard customer satisfaction (CSAT), and prevent churn.

• Engage (Engagement): Proactively build strong relationships with users, transforming simple support tickets into high-value interactions that drive deeper platform adoption.

• Grow (Expansion): Identify commercial opportunities during support interactions, flagging customers who would benefit from volume upgrades, subscription tiers, or custom API integration to the Sales Teams.

• Optimize (Optimization): Streamline support operations by writing and updating internal help articles, customer-facing knowledge bases, and suggesting automated workflows to reduce response times.

Required Experience

• Tier 1: 1+ years of experience in customer support or client services, ideally within a SaaS, B2B, or digital marketing environment.

• Tier 2: 3+ years of experience in technical customer support, with a proven track record of troubleshooting APIs, webhooks, database setups, or technical system integrations.

Customer Support & Translation Skills

• Excellent Written Communication: Exceptional written English is mandatory. You must have the ability to translate complex technical issues (like DNS configurations, API latency, or mail server bounces) into clear, client-friendly, and warm instructions.

• Collaborative Mindset: A proactive, self-motivated approach to teamwork, with an eagerness to master multiple products simultaneously.

Technical & Deliverability Acumen

• Email Infrastructure (Preferred): Prior knowledge of email deliverability concepts (bounce rates, spam traps, list hygiene, or DNS records like SPF, DKIM, and DMARC) is highly advantageous but not required—comprehensive cross-training will be provided.

• Tools & Platforms: Experience with modern helpdesk ticketing systems (e.g., Help Scout, Zendesk, Intercom) and developer troubleshooting tools (API clients, log viewers) is a plus.

• Operational Rigor

• Schedule Flexibility: Ability to work staggered shifts within the 7:00 AM – 7:00 PM EST coverage window, Monday through Friday, and participate in weekend rotations as finalized by management.

• Remote Discipline: Highly comfortable working in a fully remote environment with a high degree of autonomy, reliable high-speed internet, and a dedicated, quiet home office workspace.

What We Offer

• Competitive Compensation: Salary commensurate with experience and tier placement.

• 100% Remote Workspace: Work from home with supportive, asynchronous communication.

• High-Value Skill Acquisition: Receive deep-dive technical training in email deliverability, cybersecurity threat detection, and advanced SaaS workflows.

• True Team Culture: Join an agile, close-knit squad of support specialists where your feedback directly influences the product roadmap.

About Client

Our client is a vertically focused digital media and internet company whose portfolio includes leading brands in technology, shopping, gaming, and cybersecurity.