Customer Services Agent

Role Title: 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 Role As a Customer Service Agent, you won’t just be answering queries, You’ll be solving real problems, collaborating cross-functionally, and ensuring our customers feel heard, valued, and supported. Your mission will be to manage customer 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’re someone who thrives on variety, enjoys ownership, and believes in meaningful impact, this role is for you. Important Job Requirements 1.This is not a pure communication role. You will be responsible for the resolution, not just the response. Think of yourself as the customer’s advocate. 2.You’ll be working in a variable shift schedule that rotates quarterly based on business needs. While we aim for predictability, the majority of shifts will fall during night hours (aligned to US time zones). There is no guarantee of a fixed or daytime shift, so flexibility to work across different time slots. Especially nights is essential for this role. 3.This role comes with a variety. Processes evolve, customer issues vary, and adaptability is key. If you prefer predictable, repetitive tasks, this role may not be the right fit. What we are Looking for: Communication & Management 1.Excellent written and verbal communication, especially email writing with a natural, free-hand tone 2.Excels in phone-based communication with exceptional active listening skills. 3.Strong time management: You’re reliable, proactive, and effective while working independently 4.Deep empathy for the customer with a mindset that prioritizes their experience Functional skills 1.Process discipline: detail-oriented with 100% follow-through on action items and procedures. 2.Demonstrated ownership, willing to go the extra mile to solve complex issues 3.High agency, You can make decisions and drive initiatives independently Tools (Good to have) Prior experience with tools like Zendesk, Freshdesk, Jira, Intercom, etc. Who can apply? Willing to work in North America shift(PST time-zone). 1-2 years of relevant professional experience in customer support role Eager to learn, adaptable, and motivated to grow into a support role #LI-AN1

Key Responsibilities:
1.Handle customer queries via support platforms (tickets, live chat and call) with clarity and empathy 2.Troubleshoot and resolve issues within defined SLAs 3.Collaborate with team members and other departments to ensure timely resolution 4.Work closely with account management, onboarding, product and engineering teams to unblock complex cases and ensure delivery on commitments 5.Stay updated on product features to ensure customers receive the most accurate information 6.Capture and report customer feedback from tickets, chat, NPS, or other channels #LI-AN1