One of our reputed clients in Colombo within the Construction Technology / SaaS industry is seeking a dedicated Customer Support Representative to join their growing support team. The role focuses on delivering fast, high-quality customer support to restoration and mitigation professionals, ensuring smooth usage of innovative project management tools.

The ideal candidate should be a proactive communicator who can handle real-time customer interactions, resolve complex issues, and collaborate closely with internal teams to deliver an exceptional support experience.

KEY RESPONSIBILITIES:

• Deliver exceptional customer support via live chat, ensuring fast and accurate responses.
• Ensure 100% of customer requests are acknowledged within 5 minutes.
• Handle more complex customer inquiries via email, providing clear and detailed solutions.
• Quickly learn and adapt to new software tools and platforms.
• Track and document customer feedback using Linear (training will be provided).
• Act as the bridge between customers and the Engineering team, ensuring issues are clearly communicated.
• Follow up on ongoing issues, coordinating with engineers to obtain updates and timelines.
• Proactively update customers on issue status and resolutions.
• Maintain a high level of professionalism and customer satisfaction in all interactions.

REQUIREMENTS:

• Excellent command of English (both written and spoken).
• Strong ability to understand complex issues and explain solutions clearly.
• Customer-focused mindset with strong problem-solving skills.
• A team player comfortable collaborating across departments.
• Ability to quickly learn new tools and systems.
• Comfortable working 8:00 AM – 3:00 PM Central Time (US).
• Flexibility to follow the U.S. holiday calendar.

BENEFITS:

• Competitive salary paid in USD.
• Opportunity to work with an innovative, fast-growing SaaS startup.
• Exposure to international clients and modern support tools.
• Be part of a company transforming the restoration and construction technology space.

TERMS & CONDITIONS:

• Standard company probation period applies.
• Candidates must be comfortable working in US time zones.
• This role requires consistent responsiveness and adherence to support SLAs.

Manpower Lanka Solutions (Pvt) Ltd. 12A, Ridgeway Place, Bambalapitiya, Colombo 04.