Position Overview

We're excited to expand our team with a Customer Support Representative who will play a crucial role in maintaining and strengthening our customer relationships. If you're customer-focused, self-sufficient, and have a knack for making customers feel valued and satisfied, we want to talk to you!

As a Customer Support Representative at ScraperAPI, you'll play a crucial role in optimizing our clients' experience with our service. You’ll be first point of contact for our users and will collaborate with other departments to improve the customer journey even further. This role combines Level 1 technical support, billing inquiry management, and onboarding/account setup responsibilities. You’ll act as the bridge between our customers and internal teams, ensuring issues are resolved promptly and that users receive an exceptional experience throughout their journey.

Your responsibilities

Serve as the first point of contact for incoming support requests.
Independently manage and resolve Level 1 Support tickets with accuracy and professionalism.
Collaborate with Sales during customer onboarding to ensure seamless billing and account setup.
Classify and escalate complex technical issues to Level 2 Support.
Work with a strong sense of urgency to meet and exceed monthly KPIs.
Provide feedback on ticket trends, customer pain points and feature requests.
Work closely with other departments (Engineering, Sales, Product) to drive customer satisfaction and continuous improvement.
Keep internal billing and onboarding documentation up to date.
Identify and propose improvements to billing workflows and policies.

What You Bring to the Table

Minimum of 2 years in a customer support or success role, preferably in the SaaS industry.
Outstanding customer service skills and a genuine desire to help customers succeed.
Ability to work independently and take initiative.
Excellent command of the English language, both written and spoken.
Previous experience with customer support platforms (such as Zendesk, Zoho desk or similar).
Previous experience with billing platforms (such as Chargebee, Stripe, Recurly or similar)

What’s in it for You

Ultimate flexibility: We’re 100% remote. You can work from wherever you like, whenever you like.
Freedom and autonomy: We’re a high-trust team, and you’ll be given lots of flexibility to solve problems in your own way — with plenty of help from the team when you need it.
Minimum bureaucracy: We don’t like to get bogged down with meetings and red tape. We like to be efficient and keep momentum steady & sustainable.
Small & friendly team: We help each other out, have fun, and joke around.

ScraperAPI is part of saas.group and we have a shared goal of succeeding together.

Customer Support Representative

Anywhere in the world

Remote

Entry & mid-level

Saas.group