Enterprise Customer Support Representative
About The Position
The Enterprise Customer Support Representative is responsible for delivering world-class, real-time support for our most important customers. This role sits at the front line of the customer experience. You will monitor live support channels, resolve issues quickly, and ensure Enterprise customers receive fast, accurate, and high-quality responses every time. You will operate with clear performance standards: 99% SLA attainment, >92% CSAT, and full ownership of all Level 1 support requests from Enterprise Customer Success Managers. This role is also deeply focused on scalable workflows. Perfecting the CS workflow and then expanding it via AI-powered solutions to broaden the team’s effectiveness from the ground up. As an early member of this team you will be establishing the foundation of our Enterprise Services.
Requirements
- 0-2 years in customer support or customer operations in a SaaS environment
- Experience supporting Enterprise or high-value customers preferred
- Strong troubleshooting skills and ability to diagnose product issues quickly
- Experience working with ticketing platforms, live chat tools, and support workflows
- Comfortable using AI tools to improve support efficiency and knowledge systems
- Excellent written communication skills with a focus on clarity and speed
- Ability to collaborate closely with Customer Success, Product, and Engineering teams
- This is an in-office role at our beautiful offices in Soho, NYC.
Nice To Haves
- Experience supporting Enterprise or high-value customers preferred
Responsibilities
- Enterprise Support Coverage
- Monitor and respond to live chat and support channels for Enterprise customers
- Ensure fast, accurate, and high-quality responses across all interactions
- Maintain 99% SLA attainment across support tickets and real-time requests
- Deliver consistently excellent customer experiences that maintain >92% CSAT
- Enterprise L1 Support Ownership
- Own all Level 1 support requests originating from Enterprise CSMs & Clients
- Resolve issues quickly whenever possible without escalation
- Act as the first line of defense for product questions, troubleshooting, and platform guidance
- Manually intervene to optimize customer accounts and ensure all best practices are being implemented
- Ensure Enterprise CSMs have confidence that issues are being handled immediately
- Product Escalation & Issue Management
- Identify issues that require deeper investigation or engineering support
- Escalate bugs, platform issues, or systemic problems to the Product and Engineering teams
- Provide clear documentation, reproduction steps, and context to accelerate resolution
- Track escalated issues and communicate updates back to Customer Success
- AI-Powered Support Operations
- Use AI tools heavily to improve support workflows and efficiency
- Continuously refine response templates, macros, and knowledge base content
- Identify opportunities where AI can reduce manual work or improve response quality
- Help build a scalable support system that gets smarter over time
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
