Customer Service Agent

About Fyle (Now Part Of Sage)

Fyle is now part of Sage, a global leader in accounting and business management software. Together, we’re building a global expense management solution that simplifies how businesses track, approve, and reconcile spending.

About the Rol

eAs a Customer Service Agent, you won’t just be answering queries, you’ll b

esolving real problems, collaborating cross-functionally, and ensuring ou

rcustomers feel heard, valued, and supported. Your mission will be to manag

ecustomer conversations across tickets, chats and calls with care and precision

,ensuring we’re not only meeting timelines but exceeding expectations

.You’ll work closely with product and engineering teams to drive resolution

,provide contextual insights and act as the customer’s internal advocate. If you’r

esomeone who thrives on variety, enjoys ownership, and believes in meaningfu

limpact, this role is for you

.Important Job Requirement

s:
1.This is not a pure communication role. You will be responsible for

theresolution, not just the response. Think of yourself as the custome

r’sadvoca

te.2.You’ll be working in a variable shift schedule that rotates quarterly based

onbusiness needs. While we aim for predictability, the majority of shifts will f

allduring night hours (aligned to US time zones). There is no guarantee of a fi

xedor daytime shift, so flexibility to work across different time slots. Especia

llynights is essential for this ro

le.3.This role comes with a variety. Processes evolve, customer issues vary,

andadaptability is key. If you prefer predictable, repetitive tasks, this role may

notbe the right f

it.What we are Looking

for:Communication & Manag

ement
1.Excellent written and verbal communication, especially email writing

with anatural, free-han

d tone2.Excels in phone-based communication with exceptional active listening s

kills.3.Strong time management: You’re reliable, proactive, and effective

whileworking indepen

dently4.Deep empathy for the customer with a mindset that prioritizes their expe

rienceFunctional

skills
1.Process discipline: detail-oriented with 100% follow-through on acti

on itemsand pro

cedures.2.Demonstrated ownership, willing to go the extra mile to solve comple

x issues3.High agency, You can make decisions and drive initiatives indep

endently
Tools (Good

to have)Prior experience with tools like Zendesk, Freshdesk, Jira, Inter

com, etc.Who

can apply?Willing to work in North America shift(PST t

ime-zone).1-2 years of relevant professional experience in customer su

pport roleEager to learn, adaptable, and motivated to grow into a su

pport roleKey Respon

• sibilities:Handle customer queries via support platforms (tickets, live chat and call) with clarity
• and empathyTroubleshoot and resolve issues within d
• efined SLAsCollaborate with team members and other departments to ensure timely
• resolutionWork closely with account management, onboarding, product and engineering teams to unblock complex cases and ensure delivery on
• commitmentsStay updated on product features to ensure customers receive the most accurate
• informationCapture and report customer feedback from tickets, chat, NPS, or oth