Key Facts

Remote From:

Full time

Senior (5-10 years)

English

Hard Skills

Inbound Sales Sales Management Customer Relationship Management Outbound Calls JIRA Engineering Documentation Account Management Telephony KPI Management De-escalation Techniques Help Desk Support Process Improvement

Other Skills

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Virtual Teams
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Communication
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Teamwork
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Telephone Skills
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Detail Oriented
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Empathy
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Problem Solving

Roles & Responsibilities

5+ years of experience in high-volume customer support, telecom, or BPO with a background in quota-carrying sales or retention
Flawless English (95%+ proficiency) with a warm, authoritative, professional phone presence
Proficiency with CRM systems, Jira, Microsoft Teams, and standard helpdesk software
Bachelor's degree in Business, Information Technology, or a related field

Requirements:

Front-Line Support: deliver flawless customer support across email, chat, and CRM systems with 95%+ resolution rate and SLA compliance
Revenue Generation: conduct inbound/outbound calls focused on customer retention, account upgrades, and upselling to achieve monthly revenue targets
De-escalation Pivot: handle frustrated customers with empathy and authority to resolve technical roadblocks while rebuilding trust
Operational Excellence: operate within a shift-based support model to ensure 24/7 service coverage and global client satisfaction

Job description

About the Role

SnappyCX is seeking a high-energy, detail-oriented Inbound Sales & Support Representative to join our fast-paced team. This is a hybrid role for a confident communicator who excels at both problem-solving and revenue generation. You will be the front-line voice for our clients, responsible for swiftly resolving complex technical issues and seamlessly transitioning those interactions into retention and upsell opportunities.

Key Responsibilities

Front-Line Support: Deliver flawless customer support across email, chat, and CRM systems, maintaining a 95%+ resolution rate and strict SLA compliance.
Revenue Generation: Execute confident inbound and outbound calls focused on customer retention, account upgrades, and upselling products to achieve monthly revenue targets (e.g., up to $XX,000 USD).
De-escalation & Pivot: Handle frustrated customers with empathy and authority, resolving their immediate technical roadblocks while rebuilding trust in the product.
Operational Excellence: Operate within a shift-based support model to ensure 24/7 service coverage and global client satisfaction.
Process Improvement: Assist internal departments by developing clear support documentation to reduce ticket repetition and coordinate customer feedback loops.

Qualifications & Requirements

Experience: 5+ years of proven experience in high-volume customer support, telecom, or BPO environments with a strong background in quota-carrying sales or retention.
Communication: Flawless, fluent English (95%+ proficiency) with a warm, authoritative, and professional phone presence.
Technical Agility: Proficiency with CRM Systems, Jira, Microsoft Teams, and standard helpdesk software.
Data-Driven: Skilled in optimizing processes, tracking personal KPIs, and managing tight service delivery metrics.
Education: A Bachelor's Degree in Business, Information Technology, or a related field

Application: Record a video using Loom or any other tool to answer the question below then submit it with application;

A customer reaches out via phone with a very simple, 30-second issue; they just need a password reset. While pulling up their account, you notice they are maxed out on their user seats and are logging in at unusual hours. Walk me through exactly how you transition from handing them a new password to pitching a $500/month Enterprise upgrade

Ensure to include the video recording link with the application to avoid rejection.