Job Details

Support Customers Without Giving Up Your Time

A customer support role that respects your life outside of work.

Build a meaningful career in customer support without sacrificing the time that matters most. This role is designed for professionals who value balance-offering flexible shifts, hybrid work, and space to recharge after hours. You'll support customers in a fast-moving tech environment while enjoying the freedom to protect your personal time.

Job Description

As a Senior Customer Agent, you will deliver first-line customer support across chat, email, and ticketing platforms. You'll troubleshoot issues, guide users through solutions, collaborate with technical teams, and help improve support processes-ensuring customers receive timely, clear, and confident assistance.

About the Client

Our client operates in the technology services space, building tools that help businesses streamline operations and improve productivity. They are building an AI executive assistant designed to eliminate the busywork that dominates modern office life. Their technology helps client-facing professionals reclaim time by handling emails, scheduling, follow-ups, and meeting actions automatically-so people can focus on meaningful work, not admin.

As a pure applied AI company, they've grown rapidly since launching in 2024, scaling to thousands of users with strong revenue growth and a lean, high-performing team. Customer support plays a critical role in this journey, ensuring users get fast, clear answers as the product evolves and adoption accelerates.

Your Daily Tasks

• Provide first-line customer support via chat, ticketing systems, and email
• Troubleshoot basic technical issues and escalate complex concerns to Tech Support or Engineering
• Guide customers through self-service resources, FAQs, and troubleshooting steps
• Monitor and respond to customer feedback to maintain high satisfaction levels
• Document recurring issues and contribute to improving support processes and knowledge base content
• Collaborate with cross-functional teams including engineering, product, and technical support
• Track and report key support metrics, identifying trends and opportunities for improvement

The Qualifications We Seek

• 3-5+ years in customer service or support roles, preferably in a senior or leadership capacity
• Communication skills: Excellent verbal and written communication, with the ability to handle complex customer issues professionally
• Problem-solving: Strong analytical and troubleshooting skills to resolve escalated cases efficiently
• Technical knowledge: Familiarity with CRM systems (e.g., Salesforce, Zendesk) and proficiency in relevant software tools
• Leadership: Ability to mentor junior agents, provide guidance, and assist in training programs
• Customer-centric mindset: Proven ability to maintain high customer satisfaction and empathy in challenging situations
• SaaS industry experience is highly desired

Job Overview

Employment type: Full-time
Shift: Flexible shift; Shifting
Work setup: Hybrid - Business Center Manhattan Kapistec, Skopje, Macedonia

Exciting Perks Await!

• Private Medical Insurance
• Access to Sportmaster
• 20 days annual leave
• Hybrid work arrangement
• Career growth opportunities
• Diverse and supportive work environment
• Unlimited upskilling through Emapta Academy courses
• (Want to know more? Visit:

Who Are We

EMAPTA is proud to be recognized as a leading Global company with a steadfast commitment to excellence in outsourcing solutions. As part of our ambitious expansion strategy, we are thrilled to announce our entry into Macedonia, a country brimming with immense potential and a talented workforce. We firmly believe in the abilities of the Macedonian people and are eager to contribute to the country's growth and development. This expansion marks a significant milestone for us as we extend our global footprint into this promising region.

With our entrance into Macedonia, EMAPTA offers an exciting opportunity for professionals to work with a truly global company while enjoying the benefits of a local Macedonian office and support team. We are dedicated to bridging the best of two worlds by combining our international expertise with the rich talent pool and unique local insights that Macedonia has to offer. Our vision is to empower businesses with top-tier outsourcing services while fostering strong ties with the local community. EMAPTA's presence in Macedonia promises to be a mutually enriching collaboration that propels both the company and the country towards greater success on the global stage.

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