About the Company
Fyle is now part of Sage, a global leader in accounting and business management software. Together, we're building a global expense management solution that simplifies how businesses track, approve, and reconcile spending.
About the Role
As a Customer Service Agent, you won't just be answering queries, you'll be solving real problems, collaborating cross-functionally, and ensuring our customers feel heard, valued, and supported. Your mission will be to manage customer conversations across tickets, chats and calls with care and precision, ensuring we're not only meeting timelines but exceeding expectations. You'll work closely with product and engineering teams to drive resolution, provide contextual insights and act as the customer's internal advocate. If you're someone who thrives on variety, enjoys ownership, and believes in meaningful impact, this role is for you.
Responsibilities
- Handle customer queries via support platforms (tickets, live chat and call) with clarity and empathy
- Troubleshoot and resolve issues within defined SLAs
- Collaborate with team members and other departments to ensure timely resolution
- Work closely with account management, onboarding, product and engineering teams to unblock complex cases and ensure delivery on commitments
- Stay updated on product features to ensure customers receive the most accurate information
- Capture and report customer feedback from tickets, chat, NPS, or other channels
Qualifications
- 1-2 years of relevant professional experience in customer support role
- Willing to work in North America shift (PST time-zone)
Required Skills
- Excellent written and verbal communication, especially email writing with a natural, free-hand tone
- Excels in phone-based communication with exceptional active listening skills
- Strong time management: You're reliable, proactive, and effective while working independently
- Deep empathy for the customer with a mindset that prioritizes their experience
- Process discipline: detail-oriented with 100% follow-through on action items and procedures
- Demonstrated ownership, willing to go the extra mile to solve complex issues
- High agency, You can make decisions and drive initiatives independently
Preferred Skills
- Prior experience with tools like Zendesk, Freshdesk, Jira, Intercom, etc.
