**Fully Remote Customer Service Representative (Self-Serve SaaS)**
**(Weekend + Weekday Schedule)**
Are you passionate about helping users succeed with innovative software?
Join us on the frontlines as a **Customer Service Representative** during our exciting self-serve launch.
You'll be the go-to resource for troubleshooting, guiding users, and enhancing the customer experience all while collaborating closely with a fast-moving internal team.
**Role Overview**:
As a key member of our remote support team, you'll provide world-class assistance to self-serve users, ensuring their onboarding is seamless and their questions are resolved quickly and effectively.
You'll work across multiple communication channels and support systems, helping shape our support function at a critical stage of growth.
**Note**:
**What You'll Do**:
**Customer Interaction & Issue Resolution**
- Collaborate with AI-powered bots, escalating complex or sensitive issues for human resolution as needed
- Communicate clearly, empathetically,



and professionally with users from diverse backgrounds
**Knowledge Sharing & Onboarding**
- Assist new users with onboarding, answering first-time questions and guiding them through setup
- Identify knowledge gaps and contribute to internal documentation and help articles
- Coordinate with the core team during initial onboarding phases before transitioning to night shift coverage
**What We're Looking For**:
**Must-Have Experience**
- Previous experience in a customer support role at a software company (startup or fast-growth SaaS strongly preferred)
- Exceptional written communication skills in English
- Familiarity with tools like Slack, Intercom, Linear, Jira, Pylon, or similar support and automation systems
- Ability to thrive in a remote setting with mínimal oversight, embracing ambiguity and startup-paced work
**Tools You'll Use**:
- Slack
- Pylon
- Jira
- Linear

📌 Customer Service Representative (Xico)
🏢 Operationsarmy
📍 Xico