Customer support agent

Job Description

Customer Service Agent

About Fyle (Now Part Of Sage)

Fyle is now part of Sage, a global leader in accounting and business management software. Together, we're building a global expense management solution that simplifies how businesses track, approve, and reconcile spending.

About The Role

As a Customer Service Agent, you won't just be answering queries, You'll be

solving real problems, collaborating cross-functionally, and ensuring our

customers feel heard, valued, and supported. Your mission will be to manage

customer conversations across tickets, chats and calls with care and precision,

ensuring we're not only meeting timelines but exceeding expectations.

You'll work closely with product and engineering teams to drive resolution,

provide contextual insights, and act as the customer's internal advocate. If you're

someone who thrives on variety, enjoys ownership, and believes in meaningful

impact, this role is for you.

This is a hybrid role – three days per week in our Bangalore Office

Important Job Requirements

• This is not a pure communication role. You will be responsible for the
  
  

resolution, not just the response. Think of yourself as the customer's

advocate.

• You'll be working in a variable shift schedule that rotates quarterly based on
  
  

business needs. While we aim for predictability, the majority of shifts will fall

during night hours (aligned to US time zones). There is no guarantee of a fixed

or daytime shift, so flexibility to work across different time slots. Especially

nights is essential for this role.

• This role comes with a variety. Processes evolve, customer issues vary, and
  
  

adaptability is key. If you prefer predictable, repetitive tasks, this role may not be the right fit.

What we are Looking for:

Communication & Management

• Excellent written and verbal communication, especially email writing with a
  
  

natural, free-hand tone

• Excels in phone-based communication with exceptional active listening skills.
• Strong time management: You're reliable, proactive, and effective while
  
  

working independently

• Deep empathy for the customer with a mindset that prioritizes their experience
  
  

Functional skills

• Process discipline: detail-oriented with 100% follow-through on action items
  
  

and procedures.

• Demonstrated ownership, willing to go the extra mile to solve complex issues
• High agency, You can make decisions and drive initiatives independently
  
  

Tools (Good to have)

Prior experience with tools like Zendesk, Freshdesk, Jira, Intercom, etc.

Who can apply

Willing to work in North America shift(PST time-zone).

1-2 years of relevant professional experience in customer support role

Eager to learn, adaptable, and motivated to grow into a support role

Key Responsibilities

Key Responsibilities:

• Handle customer queries via support platforms (tickets, live chat and call) with
  
  

clarity and empathy

• Troubleshoot and resolve issues within defined SLAs
• Collaborate with team members and other departments to ensure timely
  
  

resolution

• Work closely with account management, onboarding, product and engineering
  
  

teams to unblock complex cases and ensure delivery on commitments

• Stay updated on product features to ensure customers receive the most
  
  

accurate information

• Capture and report customer feedback from tickets, chat, NPS, or other
  
  

channels

What's in it for you

•  An exciting challenge in an innovative and growing company that values your skills and ideas.
•  A motivated team that places great value on teamwork at work.
•  Attractive Salary package (salary + performance bonus).
•  Ongoing training and professional development.
•  Paid 5 days yearly to volunteer through our Sage Foundation.
•  Flexible work patterns and hybrid working.
•  18 days annual leave, 7 sick days and 7 days casual leave.
•  Birth and Marriage Bonus.
•  Public Transport Government supported discounts for colleagues.
•  Capital Forming Benefit: Tax-free incentives are paid to colleagues into a savings account.