Customer Support Representative

Customer Support Representative
Job Type: Full-Time
About Outsorcy
Outsorcy specializes in connecting top talent in Kosovo with innovative companies in the U.S. We partner with leading B2B SaaS and tech firms, offering tailored staffing solutions that help drive their growth while empowering our team members to build successful careers in a global environment.
At Outsorcy, we’re passionate about bridging the gap between talent and opportunity, creating a collaborative ecosystem that benefits both companies and professionals.
Job Description
We are looking for Customer Support Representatives to join our growing talent network and support fast-growing SaaS and technology companies. In this role, you will assist customers through live chat and inbound email support, helping resolve issues, answer questions, and ensure a seamless customer experience.
This role is ideal for individuals who are strong communicators, detail-oriented, and enjoy helping customers solve problems in a fast-paced environment.
Key Responsibilities
Customer Support

Respond to customer inquiries via in a timely and professional manner
Provide clear, accurate, and helpful solutions to customer questions
Maintain high response times and customer satisfaction (CSAT)

Issue Resolution & Troubleshooting

Identify, troubleshoot, and resolve customer issues efficiently
Escalate complex or technical issues to the appropriate teams
Follow up with customers to ensure full resolution

Support Operations

Log and manage tickets using tools such as Zendesk, Intercom, or Freshdesk
Maintain accurate records of customer interactions
Contribute to improving internal documentation and FAQs

Customer Experience

Deliver a positive and empathetic customer experience in every interaction
Identify recurring issues and share insights with internal teams
Support continuous improvement of support processes

What You Bring
Required Skills and Qualifications

3 + years of experience in customer support, customer service, or similar roles
Strong written communication skills (especially for email and chat)
Ability to multitask and manage multiple conversations simultaneously
Problem-solving mindset with attention to detail
Ability to work in a fast-paced, remote environment

Preferred Skills

Experience supporting SaaS or digital products
Familiarity with support tools like Zendesk, Intercom, Freshdesk, or Gorgias
Experience working with U.S.-based customers or teams
Understanding of basic technical concepts (web apps, accounts, integrations)

How to Apply
Submit your CV to [email protected] with the subject line: