Customer Support Associate

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Happy Fox is a fast-growing SaaS customer support platform. At Happy Fox, Inc., it is all about bringing the happiness quotient to support teams. We offer cloud-based Helpdesk, Live Chat, and Enterprise AI Chatbot solutions. We provide competitive salaries and a high-energy work environment with opportunities to grow. To learn more about our company, visit our website at

• Deliver timely and effective support to enterprise clients through phone, tickets, and chat.
• Diagnose and resolve complex technical issues related to workflow automation, integrations, and configurations within the Happy Fox platform.
• Assist customers in the setup, configuration, and adoption of best practices for the Happy Fox platform.
• Acquire and maintain an in-depth understanding of the platform’s features and capabilities.
• Collaborate with internal teams, including product development and engineering, to address escalated issues and relay customer feedback.
• Develop and update knowledge base articles and other support documentation to empower customers and enhance self-service options.
• Proactively identify potential customer issues and implement preventive measures to reduce escalations.
• Consistently meet or exceed performance metrics, such as response time, resolution time, and customer satisfaction scores.

• 2-5 years of experience in a customer support role, preferably within the B2B enterprise SaaS industry.
• Proven expertise in troubleshooting and supporting configurable software platforms.
• Strong understanding of workflow automation principles and experience in configuring automated workflows.
• Hands-on experience with ticketing systems, CRM software, and other support tools.
• Demonstrated technical aptitude with the ability to learn and adapt quickly to new software and technologies.
• Outstanding communication skills, both written and verbal, to articulate complex technical concepts clearly.
• Excellent problem-solving and analytical abilities with keen attention to detail.
• Ability to work independently and collaboratively in a fast-paced environment.
• Positive attitude, empathy, and a genuine commitment to customer success.
• Proficiency with REST APIs, webhooks, and integration technologies.
• Familiarity with ITIL or similar IT service management frameworks is a plus.

Additional benefits include competitive pay (base + performance), growth opportunities, a casual and energetic work environment, health insurance, dental, vision, life insurance, and paid vacation.

• Mid-Senior level

• Full-time

• Software Development