Enterprise Customer Support Representative

Flowcode•New York, NY

2h•$50,000 - $55,000•Onsite

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. You will help power Flowcode’s next-generation support experience. You will support a rapidly growing user base from self-service subscribers to Fortune 500 enterprise clients, while helping build systems that scale intelligently. Your mission is to deliver a seamless, high-performance, support experience that drives retention, product adoption, and brand loyalty.

Requirements

0-2 years in customer support or customer operations in a SaaS environment
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
Highly proficient in Intercom (or a fast learner) and take ownership of building, optimizing, and managing workflows, macros, and support automation

Nice To Haves

Experience supporting Enterprise or high-value customers preferred

Responsibilities

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
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
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
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
Default to automation before manual work
Utilize all tools at your disposal, from AI to optimizing existing workflows
Constantly experiment with tools, workflows, prompts, and systems to make support faster, smarter, and more scalable
Collaborate closely with Product, Sales, Marketing, and Customer Success, and act as a relentless voice of the customer by surfacing insights, patterns, and friction points from support conversations