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Customer Support Agent
nXscale
Work from Home
Full-time
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Job details

Here’s how the job details align with your profile.

Job type

Full-time

Full job description

Remote
Full-time

nXscale provides flexible outsourcing solutions for startups and scaleups. We partner with global companies to help them build teams and scale operations.



Our client is a fast-growing hospitality technology company focused on helping restaurants increase profitability through dynamic pricing — similar to pricing models used in airlines and hotels. Founded by a celebrity chef and backed by leading venture capital firms, our client operates across Australia and the United Kingdom and is currently in an exciting phase of international growth.



We are looking for a Customer Support Agent to join their remote support team. This role focuses on delivering responsive, high-quality assistance to customers and restaurant partners while ensuring a consistent and positive experience across all communication channels.



What you will do:

  • Respond to customer and restaurant partner enquiries through email, chat, and phone
  • Assist users with app navigation, bookings, refunds, and account-related concerns
  • Clearly explain platform functionality, policies, and processes to customers and partners
  • Accurately document support cases and maintain organized records of interactions
  • Escalate complex issues to the appropriate teams when necessary
  • Maintain a professional, empathetic, and solution-focused tone in all communications
  • Follow established service level agreements (SLAs) and internal support processes
  • Collaborate with team members across Australia and the UK to ensure consistent support delivery
  • Contribute to a positive and seamless customer experience across all support channels


Who you are:

  • Customer Support – demonstrates strong customer service instincts and a commitment to delivering positive customer experiences
  • Communication – possesses excellent written and spoken English with clear, professional, and friendly communication skills
  • Problem Solving – able to assess situations quickly and apply sound judgment when resolving customer concerns
  • Technical Aptitude – comfortable learning and using digital tools, support platforms, and internal systems
  • Reliability – dependable, punctual, and able to manage responsibilities independently in a remote environment
  • Attention to Detail – able to accurately document cases and follow established processes
  • Adaptability – comfortable working in a fast-paced environment with evolving workflows and processes
  • Team Collaboration – works effectively with distributed teams and maintains strong communication across time zones
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