Customer Service Representative (Newport)

Kasha is a global platform designed to empower small business owners, solopreneurs, and freelancers by providing an all-in-one tool to start, run, and grow their businesses. We address the inefficiencies of fragmented tools and multiple subscriptions by offering a seamless solution that integrates company formation, banking, invoicing, client management, website building, and so much more.

Role Overview

As a Customer Service Agent, you will be responsible for delivering top-tier support to our customers across multiple channels, including email, chat, and phone. You will assist users with account issues, product navigation, and general inquiries, always maintaining a friendly and professional approach. Your goal is to enhance the customer experience by resolving concerns efficiently and proactively.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via email, chat, and phone.
• Troubleshoot product-related issues and escalate complex cases to the technical team.
• Guide customers through product features, onboarding, and best practices.
• Maintain accurate and detailed records of customer interactions in the CRM system.
• Escalate complex issues to the appropriate team while ensuring timely follow-ups.
• Identify common customer pain points and provide feedback to improve products and processes.
• Uphold company policies and ensure compliance with security and financial regulations.
• Monitor and prioritize customer tickets based on urgency and business impact.
• Collaborate with internal teams (Product, Engineering, Sales) to resolve customer issues.
• Assist with customer education initiatives, such as FAQs and knowledge base updates.
• Ensure compliance with data security and financial regulations.

What We’re Looking For

✔️ Experience: 3+ years in customer service, preferably in a SaaS or fintech environment.

✔️ Customer-Centric Mindset: Passion for helping customers and delivering great experiences.

✔️ Excellent Communication Skills: Strong verbal and written skills with a professional tone.

✔️ Problem-Solving Ability: Ability to think critically and resolve customer concerns effectively.

✔️ Attention to Detail: Ability to document interactions accurately and follow procedures.

✔️ Adaptability: Comfortable working in a fast-paced, evolving industry.

✔️ Tech-Savvy: Ability to quickly learn and navigate customer support tools and software.

✔️ The role is open for students and part-time.

Nice-to-Have Skills

• Experience with customer service platforms (Zendesk, Intercom, Freshdesk, etc.).
• Understanding of fintech products, digital payments, or financial regulations.
• Multilingual skills for supporting global customers.

What We Offer:

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• A dynamic and collaborative work environment.