Freelance Support Agent – Customer Success

About the role

Social Discovery Group is seeking a Freelance Support Agent to join its Customer Success Department. You will work remotely, handling inbound inquiries from users of its social discovery SaaS products, ensuring fast and helpful responses.

Key responsibilities

• Answer new support tickets via live chat and email.
• Work through backlog tickets, prioritising the oldest or most urgent cases.
• Maintain a fast First Response Time (FRT) and meet quality standards.
• Troubleshoot and resolve customer issues, escalating when necessary.
• Follow up on pending conversations and keep tickets correctly tagged, assigned, and updated.
• Adhere to existing support processes, templates, and quality guidelines.

Required profile

• Minimum 2 years of experience in Customer Support or Customer Experience.
• Experience handling high ticket volumes and backlogs.
• Familiarity with SaaS, tech, AI, app, or subscription‑product environments is preferred.
• Strong written English communication skills.

Required skills

• Freshdesk
• Zendesk
• Intercom

What we offer

• Remote work opportunity.
• Shift: 11:00 am – 7:00 pm PST.
• Compensation details will be shared during the recruitment process.