Customer Service Representative (Tech) – Remote

About the role

We are seeking a proactive Customer Service Representative (Tech) to join our remote team. You will be the first line of defense for technical support, handling a growing volume of inquiries and ensuring customers receive fast, clear, and high‑quality assistance.

Key responsibilities

• Resolve complex support issues via email, Slack, and chat.
• Own ticket triage, prioritize cases, and escalate when necessary.
• Troubleshoot invoicing, payments, and integration problems with ERP and payment platforms.
• Identify recurring patterns and provide actionable insights to Product and Engineering.
• Educate customers on best practices and create proactive documentation.
• Collaborate with Customer Success, Engineering, Product, and Contract Operations to address high‑priority issues.

Required profile

• 1–5 years of experience in technical support, customer success, or a similar SaaS/fintech role.
• Strong problem‑solving abilities and attention to detail.
• Comfort working in ambiguous situations and a passion for helping customers.

Required skills

• Experience with ERP systems such as NetSuite and QuickBooks.
• Familiarity with payment platforms like Stripe.
• Ability to troubleshoot APIs and system integrations.

What we offer

• Fully remote work with flexible hours aligned to US business days.
• Opportunities to influence product improvements and process enhancements.
• Collaborative cross‑functional environment.