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About the CompanyFyle 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 RoleAs 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.ResponsibilitiesHandle customer queries via support platforms (tickets, live chat and call) with clarity and empathyTroubleshoot and resolve issues within defined SLAsCollaborate with team members and other departments to ensure timely resolutionWork closely with account management, onboarding, product and engineering teams to unblock complex cases and ensure delivery on commitmentsStay updated on product features to ensure customers receive the most accurate informationCapture and report customer feedback from tickets, chat, NPS, or other channels Qualifications1-2 years of relevant professional experience in customer support roleWilling to work in North America shift (PST time-zone) Required SkillsExcellent written and verbal communication, especially email writing with a natural, free-hand toneExcels in phone-based communication with exceptional active listening skillsStrong time management: You’re reliable, proactive, and effective while working independentlyDeep empathy for the customer with a mindset that prioritizes their experienceProcess discipline: detail-oriented with 100% follow-through on action items and proceduresDemonstrated ownership, willing to go the extra mile to solve complex issuesHigh agency, You can make decisions and drive initiatives independently Preferred SkillsPrior experience with tools like Zendesk, Freshdesk, Jira, Intercom, etc.