Customer Support

Floowi

3d•Remote

About The Position

We are looking for a Customer Support to manage the full lifecycle of inbound support requests across a software platform. This role involves resolving tickets via email, chat, and phone while acting as the main point of contact for users. You will investigate issues, collaborate with internal teams, and ensure timely and accurate resolutions. Additionally, you will contribute to maintaining support documentation and identifying recurring issues to improve overall product experience.

Requirements

Experience managing inbound support requests across multiple channels such as email, chat, and phone.
Strong ability to investigate and troubleshoot issues within a software or platform environment.
Experience working with CRM or ticketing systems such as HubSpot, Zendesk, or Intercom.
Ability to document processes and create clear, user-friendly help content.
Experience collaborating with cross-functional teams such as product, engineering, or customer success.

Responsibilities

Own the full lifecycle of inbound support tickets from receipt through resolution across email, chat, and phone.
Investigate issues by reproducing scenarios, reviewing account configurations, and analyzing logs to ensure accurate resolution.
Maintain organized and prioritized ticket queues within CRM systems, ensuring SLA targets are consistently met.
Act as the primary point of contact for users, coordinating with product, engineering, and customer success teams.
Create and maintain help documentation, including FAQs and troubleshooting guides, to support self-service.
Identify recurring issues and escalate patterns to internal teams to support long-term product improvements.