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About MadgicxMadgicx is a global SaaS company building an AI-powered marketing and advertising platform used by customers worldwide. We help businesses manage, optimize, and scale digital advertising through data, automation, and smart insights.We are a fully remote, international team focused on ownership, collaboration, and delivering a great customer experience.About the roleWe are looking for a Customer Support Specialist to join our Support team and provide real-time, high-quality support to our users via live chat. This is a chat-first role focused on helping users with platform, technical, and billing-related questions.What you’ll do Support users via live chat with clear, friendly, and contextual communication Help resolve platform, technical, and billing-related issues Investigate user issues before escalating them to technical or billing teams Create and manage support tickets and keep users updated Collaborate with the support team to resolve issues efficiently Join short calls with users when needed Collect customer feedback and share insights with the teamWhat we’re looking forStrong written English communication skills (Upper-Intermediate or higher) Previous customer-facing experience (support or similar roles, 2+ years)Ability to communicate clearly, politely, and empathetically with customers via chatProblem-solving mindset and willingness to investigate user issuesResponsibility and ownership for user requests and follow-upsAttention to detail and ability to work accurately in a fast-paced environmentEmotional resilience and ability to handle multiple chats and difficult situationsAbility to quickly learn new tools and systemsAvailability to work in the required time zone / schedule (most of our customers are located in the USA)Media Buying knowledge on Ad Account structures , Ad Account auditing , troubleshooting etcNice to have Media buying or AdTech background Experience with tools like Intercom, CRM, or helpdesk systems Experience working with SaaS products or remote teamsDetails Full-time, fully remote Working schedule: 9 hours per day Unlimited paid vacation and sick leave Professional development opportunitiesIf you enjoy helping users and want to grow your career in customer support within a global SaaS company, we’d love to hear from you.