[Hiring] Customer Support Representative @Novaneuron

Role Description

We are on a joint mission to empower businesses with secure, high-performance, and healthy email operations. Our client’s premium email verification platform ensures that senders reach real people and protect their sender reputations.

To support these industry-leading platforms, we are building a highly agile, cross-trained, and multi-disciplinary customer support team. In this role, you will enter a collaborative, close-knit squad of four customer support professionals. You will undergo robust cross-training to support with the platforms, serving as the direct, reactive lifeline to email marketers, senders, and developers worldwide.

Key Responsibilities

• Multi-Brand Support Operations (Tier 1 Focus)
  • Reactive Issue Resolution: Manage and resolve incoming support tickets and live chats efficiently, acting as the primary point of contact for our platform.
  • Account & Billing Management: Assist users with initial onboarding, account setups, billing issues, platform navigation, and verification credit management.
  • SLA Compliance: Meet or exceed team first-response and resolution time goals while maintaining a warm, helpful, and highly professional tone.
  • Initial Triage: Identify and troubleshoot general inquiries, escalating complex technical bugs or high-level account disputes to Tier 2 and engineering teams.
• Advanced Technical Troubleshooting (Tier 2 Focus)
  • Technical Escalation: Resolve complex customer inquiries involving API integrations, webhook configurations, database queries, and custom developer setups.
  • Deliverability & Hygiene Analysis: Analyze customer verification logs and deliverability metrics to provide consultative, actionable recommendations on domain hygiene and spam-trap mitigation.
  • Engineering Liaison: Document, track, and reproduce platform bugs, working directly with our platforms and product developers to ensure rapid resolution.
  • Internal Mentorship: Act as a technical resource and mentor for Tier 1 support representatives, helping build team-wide knowledge of email deliverability mechanics.
• Commercial Alignment & The R.E.G.O. Strategy
  • Retain (Retention): Provide rapid, accurate, and empathetic solutions to minimize client friction, safeguard customer satisfaction (CSAT), and prevent churn.
  • Engage (Engagement): Proactively build strong relationships with users, transforming simple support tickets into high-value interactions that drive deeper platform adoption.
  • Grow (Expansion): Identify commercial opportunities during support interactions, flagging customers who would benefit from volume upgrades, subscription tiers, or custom API integration to the Sales Teams.
  • Optimize (Optimization): Streamline support operations by writing and updating internal help articles, customer-facing knowledge bases, and suggesting automated workflows to reduce response times.

Qualifications

• Tier 1: 1+ years of experience in customer support or client services, ideally within a SaaS, B2B, or digital marketing environment.
• Tier 2: 3+ years of experience in technical customer support, with a proven track record of troubleshooting APIs, webhooks, database setups, or technical system integrations.

Requirements

• Excellent Written Communication: Exceptional written English is mandatory. Ability to translate complex technical issues into clear, client-friendly, and warm instructions.
• Collaborative Mindset: A proactive, self-motivated approach to teamwork, with an eagerness to master multiple products simultaneously.
• Email Infrastructure (Preferred): Prior knowledge of email deliverability concepts is highly advantageous but not required—comprehensive cross-training will be provided.
• Tools & Platforms: Experience with modern helpdesk ticketing systems and developer troubleshooting tools is a plus.
• Schedule Flexibility: Ability to work staggered shifts within the 7:00 AM – 7:00 PM EST coverage window, Monday through Friday, and participate in weekend rotations as finalized by management.
• Remote Discipline: Highly comfortable working in a fully remote environment with a high degree of autonomy, reliable high-speed internet, and a dedicated, quiet home office workspace.

Benefits

• Competitive Compensation: Salary commensurate with experience and tier placement.
• 100% Remote Workspace: Work from home with supportive, asynchronous communication.
• High-Value Skill Acquisition: Receive deep-dive technical training in email deliverability, cybersecurity threat detection, and advanced SaaS workflows.
• True Team Culture: Join an agile, close-knit squad of support specialists where your feedback directly influences the product roadmap.