2nd Line Customer Support Agent

Job Description: 2nd Line Customer Support Agent

Type: Full Time

Location: Pristina (Remote)

About Jugo.

FOR THE MOMENTS THAT MATTER

Every sales call, keynote and launch has points where the outcome turns on how someone takes the stage. The reveal. The objection. The ask. Get them right and the audience leans in: the deal moves, the launch sticks, the belief takes hold. Jugo is built to drive impact during the moments that matter.

We started by producing live, studio-quality experiences for leading global brands at their biggest launches and events. Now we’ve built tech that brings this experience to everyday Zoom and Teams calls for the first time. A salesperson on a proposal call or a CEO in a board call can present in a fully built, branded world from wherever they are. Proprietary GPU rendering handles the lighting, vision mixing and presence. Jugo Intelligence reads attention, sentiment and intent as it happens, so the people using it can make sure every moment lands with the audience.

Studio-grade digital production used to be reserved for the big stage. We’re making it part of every call. Early adopters go live this October, and full launch follows next spring. Join now and you’ll help shape both: making more of our customers’ big moments land with impact.

The Role: Calm Communicator. Problem Solver. Customer Champion.

As a 2nd Line Customer Support Agent, you’ll be one of the first voices our customers hear, and often the person standing between a technical hiccup and a moment that matters: the sales call, the board presentation, the launch. You’ll give fast, friendly and confident support to our early adopters, who go live this year, and to the global brands we’ve been producing for since the start.

You’ll handle inbound queries, resolve setup and usage issues (including getting Jugo running smoothly on Zoom and Teams), look after our Pioneer programme of early adopters, and escalate complex issues with clarity and care. When someone is about to take the stage, you’ll make sure nothing gets in their way.

What You’ll Do.

Customer Support & Troubleshooting:

• Respond to inbound queries across email, chat and ticketing systems, and handle support calls when needed with calm, clear communication
• Guide users through setup, troubleshooting and in-platform actions, making sure every query is fully resolved, not just replied to
• Keep accurate ticket notes, logs and resolution updates in our support system, and use them to keep key stakeholders informed
• Run standard troubleshooting checks (browser resets, cache, Zoom and Teams connection, workflow checks) before escalating to technical support
• Maintain high customer satisfaction through quality, clarity and empathy, so every customer goes into their next call with confidence

Pioneer Programme Support (Early Adopters):

• Provide white-glove support to our early adopters (Pioneers) as they go live from October
• Answer questions, troubleshoot access and feature use, and collect feedback
• Engage with Pioneers via Slack and other channels to keep support active and insight flowing
• Coordinate basic comms (template updates, usage nudges, support content)
• Prioritise Pioneer queries, with tighter SLAs and a high-touch support approach

Process Improvement & Insight Sharing:

• Spot repeat queries, gaps in documentation, emerging product themes and outdated content, and share insights with stakeholders
• Escalate complex or technical issues with clear, structured notes, including the steps already taken to resolve them
• Feed insight to Product, Customer Success and Marketing, helping shape Jugo ahead of full launch next spring
• Help maintain knowledge base articles and support guides
• Support creation and improvement of SLAs, templates, and internal playbooks

You’ll Thrive in This Role If You…

• Have 1–3 years’ experience in a customer support or helpdesk role (B2B or SaaS preferred)
• Communicate clearly and calmly, especially under pressure
• Are organised and capable of juggling multiple tickets and channels
• Have solid digital literacy and can comfortably explain common browser, settings, Zoom and Teams fixes
• Bring empathy and structure to every customer interaction

Success Metrics.

• 80% CSAT across all lines
• SLAs are met and the support queue stays organised and under control
• Response and resolution times consistently meet or beat SLA
• Clean CRM/service tool hygiene with clear notes and status updates
• Regular contribution to support content or process updates

What We Offer.

• 25 days holiday + public holidays
• Training, tools, and development support to grow your career in tech
• A chance to help shape Jugo through early adoption and into full launch
• A role where your calm clarity helps our customers’ biggest moments land

Why This Role Matters.

Our customers use Jugo when the outcome matters most. If something goes wrong minutes before the reveal or the ask, you’re the one who gets them back on stage. You’ll turn frustration into loyalty, and questions into confidence.

If you’re ready to roll your sleeves up and help make every important call land with impact, we’d love to hear from you.