Customer Support Representative

Frontline support that hits B2B SaaS top-quartile bars: First Response Time under 30 minutes in business hours, Time-To-Resolution under 24 hours, CSAT above 92%, and First Contact Resolution above 75%. You will master ticket triage (severity P0-P3 vs priority as separate dimensions), the Zendesk / Intercom / Front / Help Scout toolchain, response templates that read human, escalation runbooks engineering will not bounce, and KB articles that deflect 10+ tickets each. By the final stage you are ready to either lead a small queue team or move laterally into CSM, QA, or Product Ops.