Customer Service Representative

About the Role

We're seeking a Customer Service Representative who excels at supporting SaaS products while managing multiple customer projects simultaneously. You'll serve as the primary contact for customers implementing our AI-powered security solutions, coordinating technical support, project deliverables, and cross-functional activities to ensure successful outcomes.

Core Responsibilities

You'll manage the full support lifecycle from implementation through ongoing troubleshooting, while coordinating project deliverables across internal teams and external stakeholders. This includes tracking multiple customer deployments, managing installation schedules, software deployment timelines, and integration requirements. You'll translate technical concepts for non-technical users while gathering detailed requirements from IT teams, proactively identifying potential roadblocks before they impact customer satisfaction.

Required Experience

●      Demonstrated experience supporting SaaS platforms, particularly those involving emerging technologies

●      Proven ability to manage project deliverables with competing priorities and tight deadlines across multiple customer accounts

●      Experience with ticketing systems, CRM platforms (HubSpot, FreshDesk), and project management tools

●      Familiarity with cloud-based systems, API concepts, and basic troubleshooting methodologies

●      Strong written and verbal communication skills for technical documentation and stakeholder coordination

Key Competencies

Success requires exceptional organizational skills to track numerous projects with unique configurations and timelines. You'll need a proactive mindset that anticipates customer needs, monitors project health, and follows through without prompting. Technical aptitude to quickly learn new features and translate them into customer value is essential. The role demands flexibility to adapt as priorities shift and new technologies are introduced, with comfort developing processes in ambiguous situations.

What You'll Bring

The ideal candidate combines technical fluency with strong interpersonal skills, genuinely enjoying complex problem-solving and customer success. You're detail-oriented yet agile enough to reprioritize for urgent issues. You thrive in fast-paced environments with evolving technology and can work effectively with international teams across time zones.