Customer Support Agent

About the Role We’re looking for a detail-oriented Customer Support Agent to own the frontline of our customer experience. You’ll run our support desk day-to-day — managing all incoming tickets in Zendesk across North America — and serve as our internal configuration specialist, partnering with Onboarding Managers when complex product setups need deeper expertise. Your role is essential in building customer trust, resolving issues fast, and making sure our clients get maximum value. You’ll collaborate closely with our Customer Experience, Product, and Engineering teams, and you’ll contribute directly to the continuous improvement of both our product and our support processes. Responsibilities Customer Support ● Own the day-to-day management of the Cubigo support desk in Zendesk: triage, prioritize, resolve, and escalate all incoming tickets across email, chat, and phone. ● Troubleshoot technical and product-related issues end-to-end, driving each ticket to a clear resolution or a well-scoped escalation. ● Act as our internal configuration specialist: partner with Onboarding Managers on complex Cubigo setup and configuration scenarios, and build deeper product expertise than any other CX role. Documentation & Knowledge Sharing ● Accurately document cases, resolutions, and known issues in our support system. ● Contribute to our knowledge base, FAQs, and training resources to empower customers with self-service tools. ● Share customer insights with Product and Customer Experience teams to influence product improvements. Cross-Functional Collaboration ● Coordinate with Product and Engineering when technical escalations are required. ● Share recurring ticket patterns and customer insights with Product and the broader CX team to drive product improvements, better documentation, and stronger self-service tools.