Customer Service Agent

About Fyle (Now Part Of Sage)Fyle is now part of Sage, a global leader in accounting and business management software. Together, we’re building a global expense management solution that simplifies how businesses track, approve, and reconcile spending.About the RoleAs a Customer Service Agent, you won’t just be answering queries, you’ll besolving real problems, collaborating cross-functionally, and ensuring ourcustomers feel heard, valued, and supported. Your mission will be to managecustomer conversations across tickets, chats and calls with care and precision,ensuring we’re not only meeting timelines but exceeding expectations.You’ll work closely with product and engineering teams to drive resolution,provide contextual insights and act as the customer’s internal advocate. If you’resomeone who thrives on variety, enjoys ownership, and believes in meaningfulimpact, this role is for you.Important Job Requirements:1.This is not a pure communication role. You will be responsible for theresolution, not just the response. Think of yourself as the customer’sadvocate.2.You’ll be working in a variable shift schedule that rotates quarterly based onbusiness needs. While we aim for predictability, the majority of shifts will fallduring night hours (aligned to US time zones). There is no guarantee of a fixedor daytime shift, so flexibility to work across different time slots. Especiallynights is essential for this role.3.This role comes with a variety. Processes evolve, customer issues vary, andadaptability is key. If you prefer predictable, repetitive tasks, this role may notbe the right fit.What we are Looking for:Communication & Management1.Excellent written and verbal communication, especially email writing with anatural, free-hand tone2.Excels in phone-based communication with exceptional active listening skills.3.Strong time management: You’re reliable, proactive, and effective whileworking independently4.Deep empathy for the customer with a mindset that prioritizes their experienceFunctional skills1.Process discipline: detail-oriented with 100% follow-through on action itemsand procedures.2.Demonstrated ownership, willing to go the extra mile to solve complex issues3.High agency, You can make decisions and drive initiatives independentlyTools (Good to have)Prior experience with tools like Zendesk, Freshdesk, Jira, Intercom, etc.Who can apply?Willing to work in North America shift(PST time-zone).1-2 years of relevant professional experience in customer support roleEager to learn, adaptable, and motivated to grow into a support roleKey Responsibilities:Handle customer queries via support platforms (tickets, live chat and call) with clarity and empathyTroubleshoot and resolve issues within defined SLAsCollaborate with team members and other departments to ensure timely resolutionWork closely with account management, onboarding, product and engineering teams to unblock complex cases and ensure delivery on commitmentsStay updated on product features to ensure customers receive the most accurate informationCapture and report customer feedback from tickets, chat, NPS, or other channels

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