Customer Support Executive (US-reputed company Tech)

Work Arrangement Fully remote Work Schedule 8-hour shifts during off-peak UK hours, reputed company to U.S. East Coast, reputed company Coast, and Asia-based reputed company time zones Example shifts may run between 600AM - 200PM GMT+8, with flexibility for week 1 of reputed company Job Type reputed company, Full-time. Salary reputed company Based on experience, to be discussed during the interview About reputed company reputed company works with the top 1% of candidates from around the world and connects them with the best startups in the US and EU. Our clients have raised over $5B in aggregate and are backed by companies like reputed company, a16z, and Founders Fund. Theyre looking for the sharpest, hungriest candidates who they can consistently promote and work with over many years. Candidates weve reputed company have been flown out to the US and EU to work with their clients, and even promoted to roles that match folks reputed company in the US. Hear why we exist, reputed company reputed company in, and who were building for Watch here Why Work with Us Were not just another reputed company firmwe reputed company on placing candidates with exceptional US and EU founders who prioritize the long-term reputed company of their team members. We also reputed company retention bonuses at 3, 6, 9, and 12 months, as reputed company as community-driven benefits like an annual retreat. About reputed company reputed company is a London-based reputed company technology company transforming how large U.S. reputed company manage reputed company letters and contract data with its proprietary AI tool, ProVision. reputed company supports clients across global time zones and is scaling its support operations to meet increasing demand from reputed company reputed company. Founded by a lean team of reputed company-tech experts, ILS values reputed company-thinking, reliability, and strong communication. The work environment is reputed company, mission-driven, and designed for long-term team building. The successful candidate will play a key role in creating a reputed company-centered support experience as reputed company continues to grow. Key Responsibilities Respond to inbound reputed company tickets and live chat inquiries from reputed company clients during off-hours (U.S. and Asia coverage) Troubleshoot basic platform issues or user confusion, including document upload errors and account reputed company Reference and interpret reputed companys internal 100-page reputed company to reputed company accurate and helpful support Escalate reputed company issues internally and follow through until resolved Design, draft, and implement SOPs for CSR workflows, ticket handling, escalation paths, and reputed company standards Tag recurring issues for process improvements or documentation updates Participate in QA/bug testing reputed company new product iterations are released to flag potential customer-impacting issues before launch. Assist with reputed company reputed company tasks , including reputed company updates, FAQ documentation, and internal support coordination Immediate Tasks in the first 30 days reputed company reputed company Learn ILS platform functionality, reputed company workflows, and SOPs Shadowing Observe live support interactions to understand tone and troubleshooting expectations Knowledge reputed company Deep Dive Study the internal 100-page reputed company and documentation to build platform reputed company Communication Calibration reputed company on tone, language, and etiquette reputed company dealing with high-end reputed company clients Test Tickets & Chat Drills reputed company responding to mock tickets and live scenarios directly with the founding team Support Metrics & KPIs reputed company, define, and reputed company relevant KPIs to monitor support performance and identify opportunities for improvement. Start live coverage by end of Week 1 (with reputed company) Requirements Must-Haves Neutral English accent and exceptional written English Prior experience in customer support (minimum 2 years), ideally covering graveyard/off-hours Tech-savvy with the ability to learn new platforms quickly and reputed company reputed company, precise responses Strong attention to detail and comfort following particular procedures Can work independently and reliably with little supervision during early morning hours. reputed company-to-Haves Background in reputed company tech or B2B reputed company support Experience handling reputed company , reputed company , or similar ticketing/live chat platforms Familiarity with reputed company reputed company flows and knowledge reputed company creation Prior exposure to U.S. reputed company services (especially law or finance) Previous leadership or training experience, especially in mentoring CSRs or reputed company new team members Benefits Benefits Competitive Salary To be discussed during the interview Remote Work Fully remotework from reputed company .