Customer Service Support Agent

<p><strong>Company Overview</strong></p> <p><strong>LevelUp </strong>is a specialized agency offering premier outsourcing solutions to agencies, software vendors, and website owners. Over the past seven years, we have successfully partnered with diverse companies to provide exceptional technical, operational, and back-office support. Our expansive team consists of skilled, passionate professionals dedicated to delivering top-tier results for our clients.</p> <p><strong>Position Overview</strong></p> <p>As a <strong>Customer Service - Support Agent</strong>, you'll manage the full commercial lifecycle for a portfolio of customers, including renewals and contract updates, while making sure customer concerns are addressed quickly and effectively.</p> <p>Reference: 2622-302609</p> <h3>Responsibilities</h3> <ul> <li><strong>Account Lifecycle:</strong> Manage the full commercial lifecycle for assigned customers, including renewals and contract updates, ensuring customer concerns are addressed along the way.</li> <li><strong>Customer Support:</strong> Handle a range of customer tickets, including billing questions and product inquiries.</li> <li><strong>Support Calls:</strong> Conduct live calls with customers to support their needs directly.</li> <li><strong>Escalations:</strong> Serve as first-line (L1) support, escalating and coordinating with internal teams to resolve issues when needed.</li> </ul> <h3>Must-Haves (Required Qualifications)</h3> <ul> <li>1–2 years of proven experience in a customer-facing role.</li> <li>Demonstrated experience handling customer retention and managing escalations.</li> <li>Confidence conducting live customer calls and virtual meetings.</li> <li>Exceptional written and verbal English communication skills.</li> <li>Comfortable working scheduled night shifts to support customers in the U.S.</li> </ul> <h3>Nice-to-Haves (Preferred Qualifications)</h3> <ul> <li><em>Experience in a B2B SaaS environment.</em></li> <li><em>Hands-on experience with CRM tools.</em></li> </ul> <h3>More Information</h3> <ul> <li>This is a fully remote position with a standard 40-hour fixed-schedule work week.</li> <li>The exact work schedule depends on the client that you are assigned to, but is often an afternoon or night schedule and so having flexibility when it comes to schedule is important.</li> <li>We have a company culture that focuses on the well-being of its team members, with a good work life balance and respectful work environment.</li> <li>Equipment provided</li> <li>13th month pay</li> <li>HMO</li> </ul> <h3>Compensation</h3> <h3>Additional Information</h3>