Customer Support Saas

Tossdown is a SaaS-based marketing agency specializing in e-commerce and digital marketing solutions tailored specifically for the food industry. We partner with food businesses to develop e-commerce websites, mobile applications, and deliver effective digital marketing strategies. By combining advanced technology with expert services, we empower restaurants to manage their customer relationships directly and achieve sustainable growth.

Key Responsibilities

- Manage customer queries and provide technical support for both local and international clients, ensuring communication is professional and timely.
- Take full ownership of customer issues from initial diagnosis through resolution and follow-up, maintaining clear and consistent communication throughout the process.
- Troubleshoot problems related to websites, online ordering systems, integrations, dashboards, APIs, and other digital products before escalating complex issues to the Engineering team.
- Collaborate effectively with cross-functional teams to resolve technical challenges and meet established service level agreements (SLAs).
- Analyze current customer support workflows to identify repetitive, inefficient, or automatable processes.
- Design and implement automated workflows for ticket creation, categorization, routing, prioritization, escalation, follow-ups, and closure to improve operational efficiency.
- Leverage AI and automation tools to enhance ticket classification, response drafting, knowledge retrieval, troubleshooting, and customer communication.
- Develop and maintain comprehensive support documentation, standard operating procedures (SOPs), knowledge bases, and automated tracking systems for recurring issues, response times, resolution times, and SLA compliance.
- Continuously seek improvements in the support system by identifying root causes, automation opportunities, and AI-driven solutions that reduce manual effort and enhance the customer experience.

Required Qualifications

- Minimum of 2 years’ experience in Technical Customer Support, Customer Success, Support Operations, or a related role.
- Proven experience working directly with international clients.
- Strong technical background in Computer Science, IT, Software Engineering, or related fields.
- Solid understanding of software products and web-based systems.
- Familiarity with APIs, system integrations, databases, web applications, and basic troubleshooting techniques.
- Hands-on experience using task management tools such as ClickUp for prioritizing tasks, tracking status, managing follow-ups, and coordinating with cross-functional teams.
- Practical knowledge of workflow automation and basic experience with automation platforms.
- Experience incorporating AI tools into professional workflows to improve efficiency.
- Excellent verbal and written communication skills in English.
- Strong client-handling and presentation abilities.
- Demonstrated troubleshooting, analytical, and problem-solving skills.
- Ability to work independently and take end-to-end ownership of customer issues.

This role offers the opportunity to work in a dynamic environment where technology and customer service intersect, allowing you to contribute directly to the growth and success of food industry clients through innovative support solutions.