Customer Service Representative

Job Description

REQUIREMENTS

● Bachelor’s degree preferred; equivalent experience considered.

● 1–3 years of experience in client services, customer success, account support, or related fields.

● Experience working with SaaS platforms or support systems preferred.

● Strong written and verbal communication skills.

● Exceptional organizational skills and the ability to manage multiple priorities simultaneously.

● Comfort using technology and AI-assisted tools to improve productivity.

● Exceptional attention to detail and commitment to accuracy.

● A proactive, resourceful mindset with the ability to research issues and solve problems independently.

● Ability to thrive in a collaborative, remote environment.

Experience supporting enterprise SaaS clients within healthcare, life sciences, or other

regulated industries is a plus.

RESPONSIBILITIES

Support Clients and End Users

● Serve as a first point of contact for client and end-user questions via phone and email.

● Resolve routine platform and workflow questions quickly and accurately.

● Monitor shared support channels and ensure timely follow-up and issue resolution.

● Escalate more complex issues to the appropriate internal teams.

Keep Operations Running Smoothly

● Provision and maintain user accounts, permissions, and territory assignments.

● Manage onboarding, offboarding, and user access updates.

● Maintain client data within the platform.

● Generate recurring and ad hoc reports.

● Enter and manage support tickets through completion.

Drive Accuracy and Compliance

● Maintain clear documentation of support activities.

● Help ensure AI-assisted tools provide accurate and useful responses to client questions.

● Assist with compliance-related processes within a regulated environment.

● Monitor support metrics and help ensure service commitments are met.

Improve the Client Experience

● Create and update user guides, training materials, and knowledge base articles.

● Leverage AI-enabled tools to enhance efficiency and improve response quality.

● Identify opportunities to streamline processes and improve service delivery.

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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