Customer Service Agent

About the Company

Fyle has joined Sage, a worldwide leader in accounting and business management software. The combined team is creating a global expense management platform designed to make it easier for organizations to track, approve, and reconcile spending.

About the Role

As a Customer Service Agent, you will go beyond responding to questions. This position is centered on resolving genuine customer issues, working with teams across the business, and making sure customers feel acknowledged, supported, and valued. You will manage communication through tickets, chat, and phone, balancing speed with accuracy and care. In addition, you will partner with product and engineering groups to help reach resolutions, share useful context, and represent the customer’s perspective internally. The role is well-suited to someone who enjoys variety, takes ownership seriously, and wants their work to create meaningful impact.

Responsibilities

• Respond to customer requests across support channels such as tickets, live chat, and phone with empathy and clear communication.
• Investigate and fix issues while staying within the defined service-level timelines.
• Coordinate with teammates and other departments to reach quick and effective solutions.
• Work closely with account management, onboarding, product, and engineering teams to remove blockers in complex cases and keep commitments on track.
• Keep product knowledge current so customers receive accurate and up-to-date guidance.
• Collect customer input from tickets, chats, NPS, and other touchpoints, then share it appropriately.

Requirements

• 0 to 2 years of relevant professional experience in customer support.
• Availability to work North America shifts aligned to the PST time zone.
• Strong written and spoken communication skills, with especially good email writing in a natural, conversational style.
• Comfortable handling phone conversations and active listening.
• Good time management habits, with the ability to work independently in a reliable and proactive manner.
• High empathy and a customer-first mindset.
• Strong attention to detail and consistent follow-through on tasks and procedures.
• Proven ownership mindset and willingness to go beyond the basics when solving difficult problems.
• Ability to take initiative and make decisions without constant supervision.
• Experience with support platforms such as Zendesk, Freshdesk, Jira, or Intercom is preferred.

Additional Information

This is a full-time onsite role based in India.