Customer Support Agent

Your mission

You'll champion the merchant experience at every touchpoint. For many small merchants, you're the first person they talk to at TUNL, and you'll help them get set up for success and see the value we bring to their business. Merchants come to you when a parcel is stuck, a collection is missed or something in the app doesn't make sense. From chasing carriers to getting billing right, you'll own the outcome and make sure every merchant leaves with a good experience. You'll report to our Head of Support.

Daily

• Inbound WhatsApp, email and chat in Crisp, answered fast

• Setting new merchants up for their first shipment

• Chasing carriers on collections, missed scans and customs holds

• Refunds, claims and invoicing, within your limit and logged before close

• Troubleshooting the app and logging clear bugs for Product

Weekly

• Spotting patterns and fixing the system yourself, escalating what you can't

• Learning from the hardest tickets as a team

What good looks like

• Merchants get short, clear, specific answers. When something will take time, they get a holding reply that tells them what's happening and when they'll hear back

• Merchants who want a person get one. You pick up the phone without being asked

• Merchants understand the product better after talking to you. They know where to find things, how to make changes and how to sort out simple issues themselves

• One merchant, one owner. Every issue has a person who sees it through from first message to resolution, and merchants never have to repeat themselves

• New merchants are set up for success: shipping quickly and clear on what TUNL can do for them

Your competencies

1. Customer champion. You care about how the merchant feels at the end of the conversation, and you push for a better outcome even when the quick answer is easier.

2. Owns it completely. If it's your ticket, you see it through, admin and all. Asking for help early is part of owning it.

3. Gets ahead of it. You don't wait to be asked. You spot what's about to go wrong, flag it, and do something about it.

4. Clear communicator. Excellent written and verbal. You say more with fewer words, and you're as confident on the phone as you are in writing.

5. Gets to the root. You don't stop at the first answer. You dig until you know what actually happened, then explain it simply.

6. Builds it better. Answering the same question for the tenth time should bug you. Write the help article, improve our AI assistant's answers, automate the step. We'll give you the tools.

Your background

• 1+ years in a customer support role, including phone support

• Supporting a software product, e-commerce or logistics business is a big plus

• Comfortable with Google Workspace and quick to learn new tools

• Experience with Crisp, or similar support ticketing tools