Customer Support Representative (SaaS)

Job description

Company Introduction

We’re part of a leading Recruitment-as-a-Service (RaaS) network powered by Hustler Marketing.

Hustler Marketing is a full-service digital agency serving eCommerce stores and B2B brands globally, specializing in email & SMS marketing, UGC ads, creative production, and high-quality talent placement.

What sets us apart is our values: bold creativity, data-driven decision making, and a linchpin mindset.

Nearly 75 clients across 5 continents trust us not only for campaigns, but also for building strong, scalable teams that drive long-term growth.

Hustler Marketing recruits top talent across the Americas, Europe, and Asia, offering flexibility, global reach, and meaningful opportunities to shape client success.

As we expand our RaaS (Recruitment As A Service) talent pool, we’re seeking stellar Customer Service Representatives who combine empathy, problem-solving, and professionalism.

Your role will be central in supporting digital companies that collaborate with Hustler Marketing to build world-class customer experience teams.

About the Role

As a Customer Service Representative within our RaaS talent pool, you’ll serve as the front line of support for users of digital platforms.

Depending on client’s and partner’s requirements, you will manage queries through chat, email, ticketing systems, and occasionally phone, ensuring every interaction leaves a positive, professional impression.

You’ll be expected to master products quickly, resolve account-level issues, escalate when needed, and collaborate with internal client teams to close feedback loops.

The role demands attention-to-detail, patience, product knowledge, good communication and the ability to act autonomously, all while upholding high standards for company’s success.

This role is a great fit if you enjoy finding solutions, communicating with people, thriving in structured workflows, but can also think on your feet when situations require flexibility.

You’ll help businesses protect customer relationships, reduce churn, and create memorable user experiences.

Mission Statement

The mission of this role is to ensure every user interaction reflects the quality promise of our RaaS network: fast, accurate, empathetic, and proactive support.

You’ll play a crucial role in protecting client relationships, improving user satisfaction, and ensuring customers remain loyal and supported.

General Responsibilities

The responsibilities of a Customer Service Representative include the following:

• Responding to incoming user queries (email, chat, ticketing), delivering solutions that are clear, helpful, and timely.
• Troubleshooting common usage, account, or billing issues with confidence.
• Escalate more technical or non-standard issues to specialist or product teams when needed.
• Diligent follow-ups to ensure complete resolution of support cases.
• Document interactions clearly in the support or CRM system; ensure records are accurate and helpful.
• Contributing to knowledge base materials, FAQs, and support content to improve self-service for users.
• Identifying patterns of issues and reporting feedback to product/operations teams for continuous improvement.
• Upholding service level expectations and maintaining consistency in tone, empathy, and brand standards.

Overall, the Customer Service Representative will play an important role in driving customer success and maintaining our clients’ reputation for excellence by delivering exceptional support and ensuring reliability in the user experience.

Position Specifications

This Customer Service Representative role includes the following:

• Full-time commitment, 8 hours per day.
• Availability during appropriate office hours depends on the client's time zone (often European or US hours).
• Competitive compensation with potential for additional benefits.
• Full employee status with payroll, statutory benefits, and employment compliance.
• Paid annual leave and sick leave.
• Standard notice period according to the employment contract.

Requirements

About You 

Profile
You are a dedicated support professional with strong communication skills and a customer-first mindset.

Having 2+ years of experience in customer service, ideally within SaaS, tech, or digital-product environments.

Capable of learning new platforms quickly, managing multiple support channels, and balancing empathy with efficiency.

Possess the ability to thrive in structured processes but can also adapt and exercise judgment when situations fall outside the script.

Ability to explain things simply, follow through reliably, and escalate issues appropriately.

You enjoy helping people and taking pride in leaving every customer feeling heard and supported.

Working in remote or distributed teams is familiar to you; collaboration and clear communication are your strengths.

Detail-oriented and disciplined in how you manage customer interactions, keeping records accurate in CRM or ticketing systems, and ensuring every issue is tracked to closure.

SaaS environments often move quickly, and you are comfortable handling a high volume of queries without compromising on quality.

Can switch between multiple support tools with ease, manage competing priorities, and stay composed under pressure.

Having the ability to spot recurring issues and provide actionable feedback to product or engineering teams adds value beyond the individual interaction.

Motivated by outcomes, not just closing tickets, but making sure the customer’s problem is genuinely solved.

You measure your success by customer satisfaction and retention, and understand that every support touchpoint can impact brand perception.

Proactive by nature, you don’t wait for problems to repeat but look for patterns, share insights, and contribute to knowledge bases or FAQ improvements.

Ultimately, you see yourself not just as a problem-solver, but as a partner in strengthening the relationship between customers and the product.

Key Traits for This Position
The ideal Customer Service Representative in the RaaS talent pool is a well-rounded professional who combines empathy, communication, and problem-solving with strong organizational discipline.

They excel at active listening and show patience in moments of user frustration, skillfully de-escalating situations while ensuring customers feel heard and supported.

With clear written and verbal communication, they can translate technical or complex topics into simple, actionable explanations that users can easily understand.

They bring strong organizational skills, managing multiple tickets at once with diligence in tracking, following up, and ensuring no issue is left unresolved.

Guided by a problem-solving mindset, they are resourceful and effective even when existing processes don’t fully address a case.

Their approach is grounded in empathy and a customer-obsessed attitude, caring deeply about the overall user experience rather than just resolving tickets quickly.

At the same time, they operate with autonomy and accountability, taking full ownership of support issues from start to finish while remaining adaptable to new platforms, tools, and evolving client needs.

Key Requirements

• Minimum 2 years of customer support experience (SaaS or tech/digital industries preferred).
• Proven experience handling high volume of user interactions via email, chat, or tickets.
• Familiarity with one or more support/CRM systems (e.g., Zendesk, Intercom, Freshdesk, Salesforce).
• Strong written and verbal English.
• Ability to learn software and product workflows quickly.
• Comfortable working remotely and coordinating across time zones.
• Educational qualification: Bachelor’s degree or equivalent work experience preferred.
• Exceptional business-level English communication skills 
• Self-starter with proven ability to work autonomously with minimal team overlap 
• Team player motivated by achieving clearly stated stretch goals 
• Excellent time management and organizational skills 
• Diplomatic and persuasive communication style

Required Skill Profession

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