Customer Support Agent - OVERNIGHT (6pm EST - 3am EST) at SALESLOFT SINGAPORE PTE LTD

Guadalajara, Sonora, Mexico -

Full Time

Start Date

Immediate

Expiry Date

04 Feb, 26

Salary

521000.0

Posted On

06 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Problem Solving, Technical Troubleshooting, Written Communication, Analytical Skills, Critical Thinking, Team Collaboration, Time Management, VoIP, Salesforce, Salesloft, Customer Experience, Mentoring, Escalation Management, Documentation, SLA Management

Industry

Software Development

Description

Put Customers First. Team Over Self. Focus on Results. Bias Towards Action. Glass Half Full. These are the values that define who we are and have empowered our staggering growth to become the #1 leader in sales engagement software. Salesloft helps brands deliver value and create trust by connecting authentically and meaningfully with their customers. Thousands of customers depend on Salesloft’s category-leading sales engagement platform to engage in more relevant, authentic, and sincere ways. Since our founding in 2011, we have grown into a global, award-winning organization with Lofters based all over the world. As a testament to our organizational health, we have been named by Forbes as one of America’s Best Startup Employers in 2020, twice by Deloitte as a ‘Fastest-Growing Technology Company in North America,’ and have been recognized as a top workplace by Forbes, Fortune, Glassdoor, Atlanta Journal-Constitution, and Inc Magazine. We’re redefining an age-old industry! This is challenging work – but our team of brilliant creatives makes the journey thrilling. We’re fast-paced, innovative, and collaborative. We pursue excellence in everything and have a lot of fun along the way. Come join us! Check us out on Glassdoor and see what people LOVE about working for Salesloft! While we’re proud of our history, we’re just as excited about the future. We want to create a world-class culture and company that attracts, develops, engages, and retains the nation’s elite talent. At Salesloft, our Customer Support Agents are pivotal to our company’s success. As a key member of our fast-growing and high-performing customer support team, you will be our front-of-the-line help to get our customers back to engaging their buyers. We believe that the most successful sellers have a passionate and supportive team behind them, and that includes you. In addition to working with amazing colleagues who exemplify our ‘team over self’ core value, you will also have the opportunity to support impactful and revolutionary software that is changing the way sellers serve their buyers. You will have an opportunity to make a difference. As an overnight agent, you will play a critical role in supporting our global customer base by ensuring 24/7 coverage for customers with premium support plans, identifying and responding to critical incidents, and setting up the next day’s team for success. WHAT WE’RE LOOKING FOR: We are seeking a self-motivated professional who loves solving puzzles and figuring things out for your customers. We want to continue to ensure our growing customer base feels the "Customer Love" with prompt support and a personal touch. This role is ideal for those who are true problem-solvers, champions of customer success and are highly skilled at managing technical issues in an approachable and understandable fashion. On a day-to-day basis, you will be responsible for troubleshooting some of the most technical issues for our clients via email and screen share. If you’re passionate about sales technology, providing a world-class customer experience, and thrive in a fast-paced, hyper-growth startup environment, then becoming a Customer Support Agent is the career path for you! You also possess the following attributes: Comfortable working independently and making decisions during off-hours Capable of identifying and escalating Sev 1 incidents, including posting to our public status page Strong written communication skills for hand-off documentation during shift transitions Eager to mentor and train future overnight team members as coverage grows THE TEAM: Our Salesloft’s Support team is composed of seasoned and up-and-coming Support professionals who are all aligned on one mission: Equip sellers to maximize revenue by creating a fantastic buying experience. The Support Team consists of Support professionals with a strong desire to learn and help customers. They are also the epitome of our core values - Customers First. Team Over Self. Focus on Results. Bias Towards Action. Glass Half Full. What You’ll Do: You’ll provide outstanding customer support via email, screen shares and chat during overnight hours. You’ll be solving problems for Salesloft customers—particularly those on 24/7 paid support plans—with a personal touch. You’ll also be responsible for proactively identifying urgent issues, ensuring proper handoffs to daytime teams, and contributing to seamless follow-the-sun support. About The Overnight Shift This role operates during overnight hours and is designed to support our customers with 24/7 support coverage via paid Success Plans. As an overnight Support Agent, you’ll play a critical role in identifying and escalating Sev 1 bugs, posting urgent updates to our status page, and ensuring SLA targets are met for our highest-tier customers. You’ll document ongoing cases and share context across shift transitions to ensure seamless follow-the-sun support. As the overnight team grows, you may also help train and mentor new agents joining the coverage rotation. The Skillset 2+ year in a customer-service role Prioritize the customer experience while you investigate and diagnose problems Troubleshoot via email, screen shares, and live chat Determine and implement issue solutions effectively Stay up to date on the Salesloft platform and continue to seek out new knowledge Create and communicate thoughtful action plans to customers Collaborate with internal teams on customer issues and build relationships with your fellow Lofters Superb analytical and critical thinking skills A team player who can collaborate effectively Strong desire to learn and help others Experience managing your time between competing priorities. Excellent verbal and written communication skills Identify and triage Sev 1 bugs, communicating impact clearly and initiating status page posts when required Share critical context and open issues with the next shift to support continuous case management Help Salesloft meet its 24/7 SLA targets for our highest-priority customers Contribute to training and onboarding new overnight agents as the team scales Bonus points if you have 1 or more years of experience supporting customers through a variety of contact channels including chat, email, and screen shares. Super Bonus Points: Proficiency in troubleshooting web based applications, email connectivity, Voice Over IP (VoIP), comfortable troubleshooting common error messages, and operating system settings. WITHIN ONE MONTH, YOU’LL: Work 1-2 new Tier 1 cases per day, responding to customers via email with a friendly and helpful communication style Begin 1:1’s with your manager. Set your OKRs (Objectives and Key Results) with your manager and develop an action plan to achieve them Complete Tier 1 Support Training where you’ll learn the process and how to troubleshoot basic issues with the Salesloft platform Learn how to identify, escalate, and communicate high-severity platform incidents during off-hours WITHIN THREE MONTHS, YOU’LL: Work 3-5 cases per day Be proficient in overnight support handoffs and documenting customer escalations for follow-the-sun case continuity Get added to the chat support rotation to deliver support via chat Capable of serving customers quickly and proficiently and feel comfortable troubleshooting with customers via screen share Work closely with our Customer Success, Professional Service, Sales, Specialists, and Quality Assurance teams WITHIN SIX MONTHS, YOU’LL: Work 10 cases per day with proficiency and technical know-how. Self proficient and has a deep knowledge of complex topics related to VoIP, Salesforce, and Salesloft Automations WITHIN TWELVE MONTHS, YOU’LL: Will be on the track of becoming a Certified Salesloft Admin Serve as a subject matter expert for overnight workflows and help train incoming overnight agents Expert at Queue Management IS THIS ROLE NOT AN EXACT FIT? Keep an eye on our Careers Page for other positions! WHY YOU’LL LOVE SALESLOFT: At Salesloft, we're not just a company, we're a community built on shared values. Salesloft helps sales teams drive more revenue with the only complete Sales Engagement platform available in the market. Salesloft is the one place for sellers and managers to go to execute all their digital selling tasks, communicate with buyers, understand what to do next, forecast with accuracy, and get the coaching and insights they need to win more deals. Thousands of the world’s most successful sales teams, like those at Google, 3M, IBM, Shopify, Square, and Cisco, drive more revenue with Salesloft. Since our founding in 2011, we have grown into a global, award-winning organization with Lofters based all over the world. As a testament to our organizational health, we have been named by Forbes as one of America’s Best Startup Employers in 2021, Atlanta Business Chronicle’s 2022 Healthiest Employers, three times by Deloitte as a ‘Fastest-Growing Technology Company in North America,’ and have been recognized as a top workplace by Fortune, Glassdoor, Atlanta Journal-Constitution, and Inc Magazine. In addition to our stand-out organizational health, G2 recently ranked us #1 in Enterprise Sales Engagement and we were named a leader in the 2022 Forrester Wave for Sales Engagement. We received the highest possible score in 26 out of 30 criteria, more than any other vendor evaluated in our category. We’re redefining an age-old industry. This is challenging work – but our team of driven innovators makes the journey thrilling. We’re fast-paced, cutting-edge, and collaborative. We pursue excellence in everything we do and have a lot of fun along the way. Come join us! Check us out on Glassdoor and see what people LOVE about working for Salesloft! WHY SHOULD YOU WORK AT SALESLOFT: You will become part of an amazing culture with a supportive CEO and smart teammates who actually care You will work with an amazing team you can learn from and teach You will experience joining a high-growth/high-trajectory organization You will hear “Yes, let’s do that!” and then have the opportunity to successfully execute on your ideas You will build community with Lofters of many cultures and backgrounds through ERGs and DEI initiatives We have a vibrant, open office that utilizes modern technology You will grow more here than you would anywhere else, that is a promise Salesloft is proud to be an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law. It is Salesloft’s intent to pay all Lofters competitive wages and salaries that are motivational, fair and equitable. The goal of Salesloft’s compensation program is to be transparent, attract potential employees, meet the needs of all current employees and encourage employees to stay with our organization. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location. The total compensation package for this position may also include performance bonus, stock, benefits and/or other applicable incentive compensation plans. Salesloft embraces diversity and invites applications from people of all walks of life. We are proud to be an Equal Opportunity Employer and provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law. Base Pay Range $304,000—$521,000 MXN

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Responsibilities

You will provide outstanding customer support via email, screen shares, and chat during overnight hours. Your role includes troubleshooting technical issues and ensuring seamless support for customers on premium plans.