Customer Support Agent

Customer Support Agent

We're looking for a high-energy, detail-oriented Customer Support Agent to be the frontline of our customer experience. You'll handle incoming questions, troubleshoot issues, and guide users across North America through our platform. Your role will be essential in building trust, resolving problems quickly, and ensuring our customers get maximum value.

You'll collaborate closely with our Customer Experience, Product, and Engineering teams, and you'll contribute directly to the continuous improvement of both our product and our support processes.

Responsibilities

Customer Support

Respond to customer inquiries via email, chat, and phone in a timely, professional, and empathetic manner.

Troubleshoot technical and product-related issues, escalating complex cases when needed.

Guide customers through Cubigo features to help them achieve success with the platform.

Documentation & Knowledge Sharing

Accurately document cases, resolutions, and known issues in our support system.

Contribute to our knowledge base, FAQs, and training resources to empower customers with self-service tools.

Share customer insights with Product and Customer Experience teams to influence product improvements.

Cross-Functional Collaboration

Coordinate with Product and Engineering when technical escalations are required.

Support onboarding and training initiatives when additional support capacity is needed.