Customer Support Representative (SaaS, POS)

Job Description

We are seeking a proactive and customer-obsessed Customer Support Representative to serve as the first line of support for our grocery retail partners. This role is critical in ensuring our customers receive timely, empathetic, and effective assistance across phone, chat, and email. As a Support Agent, you will manage the customer experience end-to-end—resolving issues, communicating clearly, and helping customers get the most out of our platform.

This is a fast-paced, dynamic environment where you’ll often work independently, making sound decisions and navigating ambiguity with confidence. You’ll collaborate cross-functionally with internal teams and play a key role in improving processes, documentation, and overall customer satisfaction.

Duties and Responsibilities

• Provide timely and empathetic support to customers via phone, chat, and email, consistently building trust and confidence in each interaction.
• Troubleshoot product and process-related issues, working across multiple tools and systems to investigate root causes and deliver solutions.
• Take ownership of customer inquiries from start to resolution, escalating only when necessary while maintaining responsibility for the customer experience.
• Document all customer interactions clearly and thoroughly within HubSpot to ensure visibility and continuity across the team.
• Proactively follow up with customers to confirm resolution and close the loop on open issues.
• Identify and surface recurring support issues to Product, Engineering, and Operations teams, contributing to continuous improvement.
• Assist in creating and refining knowledge base articles to help customers and teammates access self-serve solutions quickly.

Requirements

• 1–3 years of experience in customer-facing support, help desk, or service roles.
• Strong verbal and written communication skills, with the ability to explain complex issues clearly and simply.
• Proven ability to work independently, solve problems, and make sound judgments in ambiguous situations.
• High level of comfort with navigating and troubleshooting web-based platforms and support tools.
• Highly organized and detail-oriented, with the ability to manage multiple conversations and priorities simultaneously.
• Flexibility to work a varied schedule, including weekends and holidays.

Benefits

Hireframe provides nearshore and offshore staffing solutions, operating as a remote-first organization with team members located in the United States, Mexico, and the Philippines. Our robust benefits package includes:

• Permanent remote work flexibility
• Paid Time Off
• Health Maintenance Organization (HMO) coverage
• Annual performance bonuses
• Dedicated coaches offer an extra channel of support and skill-building
• Opportunities for professional growth

At Hireframe, we cultivate a supportive environment that fosters professional development and success, ensuring our team members thrive in their careers.