Customer Support Representative, SaaS, POS

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August 23

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Hireframe

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Recruitment • B2B • HR Tech

Hireframe is a staffing company that specializes in providing nearshore and offshore talent to fill mission-critical roles for businesses. They offer on-demand recruitment services, focusing on roles such as Accounting & Finance, Operations & Customer Service, HR & Recruitment, Information Technology, and Sales & Marketing. Hireframe aims to save businesses time and money by staffing remote positions with skilled professionals from locations like Mexico and the Philippines. They offer a flexible recruitment model on a pay-per-hire basis and provide full-time dedicated team members as a service. Business leaders utilize Hireframe as a strategic partner in talent acquisition to meet growth targets and operational efficiency.

51 - 200 employees

🎯 Recruiter

🤝 B2B

👥 HR Tech

📋 Description

• Serve as first line of support for grocery retail partners via phone, chat, and email. • Manage customer experience end-to-end—resolve issues, communicate clearly, and enable platform use. • Troubleshoot product and process-related issues using multiple tools and systems. • Own inquiries from start to resolution; escalate when necessary while maintaining responsibility. • Document interactions thoroughly within HubSpot for visibility and continuity. • Proactively follow up to confirm resolution and close the loop. • Identify recurring issues and contribute to product/engineering/operations improvements. • Assist in creating and refining knowledge base articles.

🎯 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.