Job Description
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
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
Advert
Working at Sage means you’re supporting millions of small and medium sized businesses globally with technology to work faster and smarter. We leverage the future of AI, meaning business owners spend less time doing routine tasks, like entering invoices and generating reports, and more time pursuing their ambitions.
Our colleagues are the best of the best. It’s why we were awarded 2024 Best Places to Work by Glassdoor. Because to achieve extraordinary outcomes, we need extraordinary teams. This means infusing Sage with people who knock down barriers, continuously innovate, and want to experience their potential.
Learn more about working at Sage: sage.com/en-gb/company/careers/working-at-sage/
Watch a video about our culture: youtube.com/watch?v=qIoiCpZH-QE
We celebrate individuality and welcome you to join us if you embrace all backgrounds, identities, beliefs, and ways of working. If you need support applying, reach out at [email protected].
Learn more about DEI at Sage: sage.com/en-gb/company/careers/diversity-equity-and-inclusion/
