Customer Support Agent Full Time

Own real-time customer support on Intercom — respond within 5 minutes, resolve 70%+ without escalation, and deliver fast, high-quality support across EU or US shifts.

About iClosed
iClosed is a fast-growing SaaS platform for high-ticket sales teams. We help closers, agencies, and sales orgs capture leads, book calls, manage pipelines, and track performance — all in one place.

We’re hiring Support Agents to be the frontline of our customer experience on Intercom. You’re the first person our customers talk to. Your speed, tone, and accuracy define how they feel about iClosed.

About the Role

• You’ll be on Intercom all day, handling customer messages as they come in. Your job: respond fast (under 5 minutes), resolve what you can (target: 70%+ without escalation), and escalate cleanly when you can’t.
• You’ll work in shifts to cover our global customer base — either EU hours (8AM–5PM CET) or US hours (9AM–6PM EST). You report to the CS Lead, who will train you and handle anything you can’t crack in 15 minutes.
• This is not a passive role. You need to be sharp, fast, and genuinely care about helping people.

What You’ll Own

• Intercom triage — respond to all incoming messages, categorize, and attempt resolution. Target: first response under 5 minutes.
• Resolve common issues — use the knowledge base, macros, and docs.iclosed.io to answer FAQ and known issues. Target: 70%+ resolved without escalation.
• Basic config help — walk users through setup, settings, and common workflows inside iClosed.
• Clean escalation — if not resolved in 15 minutes, escalate to CS Lead with full context so the customer never repeats themselves.
• Ticket tagging — tag every ticket by category, severity, and feature area. 100% tagging compliance, no exceptions.
• Shift handoff — brief the next agent on open tickets and pending issues at start and end of every shift.
• Slack Connect — monitor and respond to Business customer channels with priority.

What We’re Looking For

• Minimum 1 year in customer support, live chat, or ticketing roles
• Experience with Intercom, Zendesk, Freshdesk, or similar support tools
• Comfortable navigating SaaS products and explaining things simply to non-technical users
• Fast typer, clear communicator — you write clean, helpful messages in English
• Patient, empathetic, and genuinely enjoy helping people
• Reliable — you show up on time for your shift, every shift
• Able to follow SOPs and escalation procedures consistently

Nice to Have

• Familiarity with CRM tools (HubSpot, Close, Pipedrive)
• Experience creating help articles or FAQ content
• Familiarity with sales tech or lead generation tools
• Can record quick Looms to explain solutions visually

Tagged as: customer support