Customer Service Agent

About the role

As a Customer Service Agent for Fyle, now part of Sage, you will directly engage with customers across tickets, live chat, and phone calls. You will act as the customer’s advocate, resolving issues, collaborating with product and engineering teams, and ensuring a high‑quality experience.

Key responsibilities

• Handle customer queries via support platforms (tickets, live chat, and calls) with clarity and empathy.
• Troubleshoot and resolve issues within defined service‑level agreements.
• Collaborate with internal teams—including account management, onboarding, and product—to drive timely resolutions.
• Provide contextual insights to product and engineering teams to improve the service.

Required profile

• Excellent written and verbal communication, especially email writing with a natural tone.
• Strong phone communication and active listening skills.
• Reliable time management and ability to work independently.
• Deep empathy for customers and a mindset focused on their experience.
• Detail‑oriented with 100% follow‑through on action items and procedures.
• Demonstrated ownership and willingness to go the extra mile to solve complex issues.
• High agency – able to make decisions and drive initiatives independently.
• Flexibility to work variable night‑shift schedules aligned to US PST time zones.

Required skills

• Experience with support tools such as Zendesk, Freshdesk, Jira, or Intercom (preferred).
• 1–2 years of professional experience in a customer support role.