Customer Support Agent

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iClosed

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2022

☁️ SaaS

🤝 B2B

SaaS • B2B

iClosed is a SaaS scheduling and lead-capture platform designed for high-ticket sales teams. It captures leads before showing booking availability, qualifies and disqualifies prospects, conditionally routes invites to the right closers, automates SMS/email follow-ups, and tracks calls and conversions by channel. iClosed integrates with CRMs, ad platforms (Meta/Hyros), and thousands of apps, and adds features like credit-score enrichment to ensure only buyers reach calendars and improve close rates.

📋 Description

• Manage and resolve Intercom conversations that require human intervention after AI handling. • Maintain excellent first-response and resolution times while consistently meeting SLA targets. • Deliver fast, accurate, and empathetic support across chat, email, and occasional calls. • Own customer follow-ups and ensure every issue reaches a clear resolution. • Troubleshoot customer issues across various platforms (HubSpot, Close CRM, Pipedrive, etc.). • Investigate workflow logic, routing configurations, CRM integrations, automations, and data sync issues. • Record quick Loom videos when visual explanations help customers resolve issues faster. • Assist customers with best practices around lead qualification, appointment routing, and sales workflow optimization. • Maintain accurate ticket tagging and documentation. • Perform first-level triage and determine what can be solved directly versus what requires escalation. • Follow escalation processes and ensure clean handoffs to Product, Engineering, or Success teams. • Work within Slack Connect channels to support business customers with a fast-response culture. • Partner with Success, QA, Product, and Engineering teams to identify bugs, recurring issues, and feature opportunities. • Provide customer feedback and insights that help improve the product and support experience. • Help build and improve support documentation, processes, and macros.

🎯 Requirements

• 2+ years of experience in SaaS Customer Support, Technical Support, or Customer Success. • Strong written and spoken English. • Experience supporting customers in a fast-paced SaaS environment. • Hands-on experience with CRM platforms such as HubSpot, Close, or Pipedrive. • Familiarity with automation tools such as Zapier, Make, or N8N. • Experience troubleshooting integrations and workflow automations. • Understanding of webhooks, routing logic, and system integrations. • Experience with website/funnel builders and widget embedding. • Ability to break down complex technical issues into simple, actionable steps.

🏖️ Benefits

• Work directly with the founding team. • Fully remote environment. • Flexible schedule. • Competitive compensation. • Long-term growth opportunities. • Exposure to leading sales, CRM, and automation technologies.