Customer Service Representative (Tech) | Remote

Remote | US Business Hours (EST–PST)

Apply here: https://operationsarmy.com/application

We're looking for a highly capable, fast-thinking CSR (Tech) to help manage a growing volume of technical support requests. You'll be the first line of defense for troubleshooting, issue resolution, and customer education—ensuring customers receive a fast, clear, and high-quality support experience.

You'll collaborate cross-functionally with Customer Success, Engineering, Product, and Contract Operations to resolve technical issues and identify recurring trends. You'll become the go-to person for technical challenges that don't require engineering-level intervention but are critical to customer success.

This role is ideal for someone with strong customer empathy, a solid technical background, experience with ERP systems (e.g., NetSuite, QuickBooks), comfort working in ambiguity, and a genuine interest in solving complex problems.

What You'll Do

• Resolve complex support issues via email, Slack, and chat, providing fast, clear, and accurate responses.
• Own ticket triage and prioritization, identifying root causes and escalating issues appropriately.
• Troubleshoot technical issues related to invoicing, payments, integrations (e.g., QuickBooks, NetSuite, Stripe), and customer data workflows.
• Identify patterns and recurring issues, providing actionable insights to Product and Engineering.
• Educate and empower customers by proactively guiding them on best practices.
• Collaborate with Customer Success, Engineering, Product, and Contract Operations to ensure high-priority issues are addressed efficiently.
• Contribute to internal documentation, improve processes, and reduce repeated inquiries.
• Take ownership beyond issue resolution by identifying trends, driving improvements, and proactively preventing recurring issues.

Examples of Work

Handling Critical Invoice Issues

A high-value customer reports a data mismatch between the platform and their ERP. You quickly diagnose the issue, extract and format the necessary data, work with the Engineering team to implement a fix, and ensure all pending invoices are processed the same day.

Debugging Payment Failures

A customer experiences payment failures due to a payment system integration issue. You investigate the logs, determine the root cause, work with Engineering to resolve it, and guide the customer through the necessary steps to prevent future failures.

Proactive Issue Prevention & Customer Education

After noticing a pattern of customers struggling with invoice readiness settings, you create an internal playbook and proactive educational materials to reduce recurring support tickets.

What You Bring

• 1–5 years of experience in a support, technical support, or customer success role, preferably in a SaaS or fintech environment.
• Exceptional problem-solving skills—you're resourceful, detail-oriented, and able to think on your feet.
• Strong technical aptitude, with experience troubleshooting APIs, ERP systems, or payment-related issues.
• Accounting knowledge is a plus.
• Excellent written and verbal communication skills, with the ability to break down complex topics into clear, customer-friendly explanations.
• Ability to manage a high volume of tickets while maintaining high-quality responses.
• Experience with ticketing systems such as HubSpot, Zendesk, Pylon, or similar platforms, as well as creating self-service content.
• SQL or data-querying experience is a plus.
• Ability to thrive under pressure, quickly assess problems, and deliver solutions in real time.
• Experience working in a fast-paced startup or technical environment is preferred.

Apply here: https://operationsarmy.com/application