Thebes USA is looking for a Customer Support Representative to join our growing support team. In this role, you'll be the first point of contact for our customers, helping them solve problems, answer questions, and get the most out of our products. You'll work remotely, handling customer inquiries across multiple channels and building relationships that keep our customers satisfied and loyal.

Respond to customer inquiries via email, chat, and phone within established timeframes
Troubleshoot technical issues and guide customers through solutions step-by-step
Document customer interactions and maintain accurate records in our support system
Identify patterns in customer issues and escalate recurring problems to the product team
Process refunds, account changes, and other administrative requests
Answer questions about product features, pricing, and account management
Follow up with customers to ensure their issues are fully resolved
Contribute to our knowledge base by suggesting improvements to documentation and FAQs
Meet or exceed monthly performance targets for response time and customer satisfaction
Collaborate with team members to share solutions and best practices

1-2 years of customer support experience in a software, SaaS, or technology company
Excellent written and verbal communication skills
Ability to stay calm and professional when handling frustrated customers
Strong problem-solving skills and attention to detail
Comfortable learning and using support software and tools
Reliable internet connection and a quiet workspace for remote work
Availability to work during standard business hours (flexible scheduling considered)

Experience with ticketing systems like Zendesk, Freshdesk, or similar platforms
Knowledge of basic HTML or familiarity with technical concepts
Previous experience with customer relationship management (CRM) software
Bilingual abilities (Spanish, French, or other languages)
Experience supporting B2B or B2C SaaS products

Fully remote position with flexible work arrangements
Competitive health, dental, and vision insurance
Professional development opportunities and training programs
Collaborative team environment with supportive management
Paid time off and company holidays
Equipment stipend for home office setup

Customer Support Representative

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About Thebes USA