Customer Support Saas

About Us

tossdown is a SaaS-based marketing agency offering e-commerce and digital marketing solutions tailored to the food industry. We work with food businesses to build e-commerce websites, mobile apps, and deliver impactful digital marketing strategies. We combine intelligent technology and expert services to help restaurants own their customer relationships and grow sustainably.

Job Description

• Manage customer queries and technical support issues for local and international clients, ensuring professional and timely communication.
• Take end-to-end ownership of customer issues, from initial diagnosis and communication through resolution and follow-up.
• Troubleshoot issues related to websites, online ordering systems, integrations, dashboards, APIs, and other digital products before escalating to Engineering.
• Coordinate effectively with cross-functional teams to resolve technical issues and meet defined SLAs.
• Analyze existing customer support workflows to identify repetitive, inefficient, and automatable processes.
• Design and implement automated support workflows for ticket creation, categorization, routing, prioritization, escalation, follow-ups, and closure.
• Use AI and automation to improve ticket classification, response drafting, knowledge retrieval, troubleshooting and customer communication.
• Build and maintain support documentation, SOPs, knowledge bases, and automated tracking for recurring issues, response times, resolution times, and SLA breaches.
• Continuously improve the support system by identifying root causes, automation opportunities, and AI-enabled solutions that reduce manual work and improve customer experience.

Requirements

• 2 years of experience in Technical Customer Support, Customer Success, Support Operations, or a similar role.
• Experience dealing directly with international clients.
• Strong Computer Science, IT, Software Engineering, or related technical background.
• Strong understanding of how software products and web-based systems work.
• Understanding of APIs, integrations, databases, web applications, and basic system troubleshooting.
• Hands-on experience with task management tools like ClickUp for task prioritization, follow-ups, status tracking, and cross-functional team coordination.
• Hands-on understanding of workflow automation.
• Basic experience with automation platforms
• Practical experience using AI tools in professional workflows.
• Excellent spoken and written English.
• Strong client-handling and presentation skills.
• Strong troubleshooting, analytical, and problem-solving ability.
• Ability to work independently and take end-to-end ownership of problems.