Customer Support Representative at Loubby AI

Job Summary:

We’re hiring an experienced Customer Support Representative with 2–3 years of experience providing timely, professional, and solutions-oriented support across digital channels. The ideal candidate is a strong communicator who can resolve inquiries efficiently while delivering a positive customer experience. You will serve as the first point of contact for users, ensuring that issues are resolved quickly, feedback is documented, and customers feel supported at every step of their journey.

Key Responsibilities:

• Respond promptly to customer inquiries via email, live chat, phone, and other support channels in accordance with internal service level agreements (SLAs)
• Provide clear, concise, and accurate information about products, services, platform features, policies, and processes
• Troubleshoot issues raised by users, escalating complex technical problems to the relevant departments when necessary
• Maintain detailed records of customer interactions, transactions, and resolutions using internal CRM or helpdesk software
• Follow up on open tickets to ensure timely resolution and customer satisfaction
• Act as a customer advocate internally by sharing feedback, reporting trends, and contributing to product or service improvements
• Ensure all communication reflects the company’s brand voice, tone, and values
• Collaborate cross-functionally with product, engineering, marketing, and operations teams to resolve issues and improve the support experience
• Participate in ongoing training sessions to stay up-to-date on product updates, policies, and best practices
• Contribute to knowledge base documentation, FAQs, and self-service resources
• Meet or exceed key performance metrics including first response time, resolution time, CSAT scores, and ticket handling volume

Requirements & Qualifications:

• 2–3 years of experience in a customer support, customer service, or client-facing role—preferably in a SaaS, tech, or service-based environment
• Excellent verbal and written communication skills with a professional, clear, and friendly tone
• Strong problem-solving skills and a proactive approach to addressing customer concerns
• Proficient in using support tools such as Zendesk, Intercom, Freshdesk, Help Scout, or similar
• Familiarity with CRM systems (e.g., HubSpot, Salesforce) and ticketing workflows
• Ability to learn new software and technical concepts quickly
• Comfortable managing multiple conversations at once in a fast-paced environment
• High attention to detail and accuracy in capturing customer information and actions
• Strong organizational skills and the ability to prioritize tasks effectively
• Empathy, patience, and a commitment to creating positive customer interactions
• A team player who takes ownership, follows through, and is committed to continuous improvement