Customer Support Representative

About the role

Scalemill is looking for a proactive Customer Support Representative to be the first point of contact for B2B SaaS customers. You will handle inbound calls, emails and tickets, ensuring every inquiry is answered, issues are resolved, and customers feel supported throughout their journey.

Key responsibilities

• Process and manage purchase orders and customer orders, ensuring fulfillment within 24 hours.
• Coordinate with internal teams and suppliers to resolve order discrepancies, inventory shortages, and dispatch delays.
• Respond promptly to customer emails, inbound calls, and support tickets, maintaining a 24‑hour response window.
• Handle inbound calls during Eastern US business hours (Mon‑Fri, 9 am‑5 pm) and follow up on messages from the specialty answering service.
• Process returns, exchanges, and refunds while addressing related concerns.
• Track order status, resolve complaints, and proactively identify potential challenges.
• Collaborate with the customer service and warehouse teams, escalating complex cases when necessary.

Required profile

• Proactive and customer‑focused attitude.
• Strong communication and active‑listening skills.
• Effective time‑management and ability to handle multiple inquiries.
• Passion for delivering positive customer experiences.

Required skills

• CRM

What we offer

• Full‑time onsite role with a supportive team environment.
• Opportunity to work with leading B2B SaaS products.