Customer Support Representative Job

Virtual Nation - We started one brand, then another, and discovered that Virtual Nation worked best behind the scenes, letting each brand stay focused on what mattered without the noise of a shared name. Today our company spans three brands — a global migration platform, a university admissions companion, and a digital growth agency — serving customers across the globe.

Job Location: Remote

Description

• We are looking for a dedicated, diligent Customer Support Representative to handle fast-evolving customer enquiries across our brands. You'll be the first point of contact for our customers, resolving issues quickly and keeping every conversation clear, calm, and professional.
• You will respond to customer enquiries across multiple channels, resolve issues promptly, and keep accurate records of every interaction. Because Virtual Nation operates across several brands, you'll need to correctly categorise tickets, identify which project or brand an enquiry relates to, and respond accordingly, even when a customer's request is unclear or mixes multiple products together.

Key Responsibilities

• Respond to customer enquiries via phone, email, live chat, and social media promptly and professionally
• Categorise tickets accurately by brand, project, and issue type
• Untangle and clarify confusing enquiries that span multiple projects or brands
• Resolve customer complaints and issues by identifying root causes and providing effective solutions
• Escalate complex or unresolved issues to the appropriate internal team with clear notes
• Maintain accurate records of all customer interactions in the CRM system
• Follow up with customers to confirm issues have been fully resolved
• Provide accurate information about products, services, policies, and procedures
• Stay up to date on all Virtual Nation brands and products to respond confidently
• Identify recurring issues and feed insights back to the relevant team
• Meet or exceed performance targets for response time, resolution rate, and customer satisfaction

Performance Metrics & KPIs

• Average response time
• Ticket resolution rate
• Ticket categorisation accuracy
• Customer satisfaction scores
• Escalation accuracy (right issue routed to the right team)

What Success Looks Like

• At 90 days: You're confidently handling enquiries across all brands, categorising tickets accurately, and resolving most issues without needing escalation.
• At 1 year: You're a trusted first point of contact for customers, known for turning confusing, multi-brand enquiries into clear, fast resolutions. Your feedback has helped improve internal processes.

Skills & Competencies Required
Must-have:

• 3+ years of experience in customer service, customer support, or a related client-facing role
• Excellent written and verbal communication skills
• Strong ability to categorise and prioritise tickets accurately
• Ability to clarify and resolve confusing or ambiguous enquiries
• Strong problem-solving and conflict-resolution skills
• Ability to multitask and manage multiple conversations at once
• Calm, patient, and professional under pressure
• Familiarity with CRM or helpdesk/ticketing tools

Nice-to-have:

• Experience supporting multiple brands or products at once
• Experience using helpdesk tools (Zoho, Freshdesk, Zendesk, HubSpot, Intercom, or similar)
• Background in tech, SaaS, or digital product support

Compensation & Benefits

• Opportunity to rise into a management role
• Bonus and results-driven performance bonus
• Remote work culture
• Flexible and friendly environment
• Competitive salary
• Opportunity for training and personal development.