Customer Support Rep Job Description Template (2026)

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# Customer Support Rep — Job Description

## Role summary
A Customer Support Rep is the human-led frontline of your product: working tier 1 and tier 2 tickets in Zendesk, Intercom, or HelpScout; handling live chat, email, and phone across omnichannel queues; hitting first-response and resolution SLAs; managing refunds, billing questions, and bug triage; and feeding repeating patterns back into macros, help center articles, and product requests — without leaking the business behind canned responses.

## Responsibilities
- Resolve 40–80 tier 1 tickets per day across email, live chat, and phone against defined SLAs (first-response, time-to-resolve, CSAT).
- Handle omnichannel volume inside Zendesk, Intercom, HelpScout, or Freshdesk with consistent voice across channels.
- Triage bug reports: reproduce the issue, capture screenshots/console logs/HAR files, and escalate to engineering in Linear or Jira with a complete reproduction case.
- Process refunds, credits, and billing adjustments within defined authority limits; escalate anything above the threshold with full context.
- De-escalate angry customers through structured empathy (acknowledge → restate → offer next step) rather than canned apologies.
- Build and maintain macros, canned responses, and AI-assisted reply templates from recurring ticket patterns.
- Write and update help center articles in HelpScout Docs, Intercom Articles, or Zendesk Guide when you resolve a new class of question for the third time.
- Meet quality assurance (QA) scorecards on tone, accuracy, resolution, and CSAT — graded weekly by a QA lead.
- Run live chat at 3–5 concurrent conversations during peak hours with a first-response time under 30 seconds.
- Tag and aggregate feature requests, bugs, and friction points in Productboard, Canny, or a shared sheet for weekly product review.
- Own first-touch resolution rate: close tickets on the first reply whenever the question is answerable, not routing everything to L2.
- Cover shifts reliably including defined evening, overnight, or weekend blocks where the engagement requires it.

## Must-have skills
- 2+ years in a dedicated customer support role at a SaaS, ecommerce, or consumer business serving US or UK customers.
- Hands-on experience with Zendesk, Intercom, HelpScout, or Freshdesk — configured macros, triggers, and views before, not just consumed them.
- Written English fluent enough to match a branded tone on the first reply, with zero typos or grammar errors.
- Spoken English at a neutral accent intelligible to US customers on a phone call.
- Empathy under pressure — can de-escalate an angry customer without going defensive or dismissive.
- Technical aptitude to reproduce bugs, read basic error messages, and capture useful logs for engineering.
- Familiarity with SLA discipline: what a first-response SLA is, why it matters, how CSAT and QA scores are calculated.

## Nice-to-have skills
- Live chat specifically — comfortable running 3–5 concurrent conversations.
- Phone support experience with call recording and QA review.
- Experience with Gorgias, Kustomer, Front, or Salesforce Service Cloud beyond the mainstream helpdesks.
- Ecommerce-specific context: Shopify orders, Stripe refunds, shipping carrier APIs.
- SaaS-specific context: API troubleshooting, user role and permission debugging, SSO issues.
- Help center writing experience — clean, scannable, SEO-aware articles.

## Tools and technology
- Zendesk
- Intercom
- HelpScout
- Freshdesk
- Gorgias
- Front
- Linear / Jira
- Slack
- Aircall / JustCall
- Loom

## Reporting structure
Reports to the Head of Support, Support Team Lead, or directly to the Founder in smaller teams. Collaborates daily with engineering on bug triage, with billing or ops on refunds, and with product on feature-request aggregation.

## Success metrics (KPIs)
- First-response time within SLA (e.g., ≤2 hours email, ≤30 seconds live chat) 95%+ of the time.
- CSAT score of 90%+ on closed tickets.
- QA scorecard average of 90%+ on tone, accuracy, and resolution.
- First-touch resolution rate trending up quarter over quarter.
- Escalation rate to tier 2 or engineering trending down as knowledge grows.
- At least one help center article or macro shipped per month from pattern recognition.