Customer Service Representative (Self-Serve SaaS)

Apply here: operationsarmy.com/application

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.

Customer Interaction & Issue Resolution
- Respond promptly to customer inquiries across Slack, support email, and ticketing systems (e.g., Pylon), while meeting SLA targets
- 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

What We're Looking For
- 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 minimal oversight, embracing ambiguity and startup-paced work

Apply here: operationsarmy.com/application

📌 Customer Service Representative | Mexico | Remote (Ciudad de México)
🏢 Operationsarmy
📍 Ciudad de México