Customer Support Representative

Cybage is looking for an experienced Customer Support Representative with hands-on experience with Studio Pro (SP).

Studio Pro is a leading software that empowers dance studios with online registration, tuition calculation, payments, and a suite of tools to streamline operations. If you enjoy solving customer problems, love learning new systems, and want to work with a dynamic team supporting a world-class SaaS product, this role is for you!

What you’ll do:

• Provide customer support through phone, chat, and email with a focus on empathy, ensuring that every interaction enhances the customer experience and contributes positively to customer satisfaction (CSAT)
• Troubleshoot software issues and guide users with both “how-do-I?” and “how-should-I?” inquiries and requests
• Collaborate with Development and QA to effectively resolve customer issues
• Identify and analyse recurring problems and trends to share with the Development /Product teams, facilitating product improvements and enhancing overall customer experience
• Create and document FAQs and knowledge-based content.
• Record requirements and user stories for production issues and feature requests.

Who you are:

• Enthusiastic about delivering phone-based customer support and committed to providing first-time resolutions (FTRs), takes great pleasure in resolving customer issues and ensuring a positive experience.
• Strong customer service and analytical skills
• Mandatory hands-on experience with Studio Pro (SP)
• Quick learner who can explain complex solutions to technical and non-technical audience
• Excellent written & verbal communication skills
• Flexible to work on weekends
• Experience with SaaS or payments is a plus
• Proficient in Microsoft Office Suite or related software
• Proven track record of outstanding performance and achieving goals
• Success-driven, works well in a team and enjoys a dynamic and changing environment
• Passion for the dance, gymnastics, cheer, theatre, music/voice industries is an added advantage

Why Cybage?

• 100% Remote
• Competitive pay & benefits
• Growth-friendly culture with amazing work-life balance
• Inclusive, diverse, and supportive company environment