Customer Support Agent

Role summary

The Customer Support Agent is part of TeamZoro's frontline service organization in Sri Lanka. This role handles customer questions, issue resolution, case updates, and escalations across the daily workflows that support TeamZoro's customer, service, and software-led operations.

This role suits someone who is calm, responsive, and disciplined in high-volume service environments. The role requires clear communication, structured case handling, and the ability to represent the company with professionalism across routine and escalated support interactions.

Responsibilities

• Respond to customer inquiries across assigned support channels, including chat, email, phone, or platform-based case workflows.
• Resolve routine customer issues accurately and escalate more complex matters through the correct internal channels.
• Maintain complete and well-structured case notes, customer updates, and follow-up actions.
• Follow SOPs, service standards, and quality expectations across all assigned interactions.
• Support queue health, response time targets, and resolution discipline during active service periods.
• Identify recurring customer pain points and share useful observations with supervisors or managers.
• Protect customer trust by communicating clearly, respectfully, and professionally at all times.
• Contribute to knowledge accuracy by flagging outdated guidance, broken workflows, or repeated issue patterns.

Required qualifications

• Diploma, certificate, or equivalent experience in customer support, communications, business, or a related field.
• 1+ year of experience in customer support, contact center work, service operations, or a customer-facing environment.
• Strong written and verbal communication skills in English.
• Ability to work with structured workflows, ticketing or case systems, and service standards.
• Strong attention to detail and a professional approach to customer interactions.
• Willingness to work in shift-based or volume-driven support environments when required.

Preferred experience

• Experience supporting customers in digital platforms or technology-enabled services.
• Exposure to CRM tools, ticketing systems, or knowledge base workflows.
• Experience handling escalations, service recovery, or multi-channel support.
• Working knowledge of Sinhala or Tamil in addition to English.

Skills

• Customer support
• Case handling
• Written communication
• Issue resolution
• Service discipline
• Attention to detail
• Escalation awareness
• Professional communication

Benefits

• Monthly gross salary in LKR with structured performance review cycles.
• Paid annual leave and public holiday entitlements in line with company policy.
• Health and wellbeing support available to full-time employees.
• Direct exposure to customer operations in a growing software-led business.
• Professional development support for role-relevant training and certifications.

Equal opportunity

TeamZoro is an equal opportunity employer. We assess applicants based on capability, experience, judgment, and role alignment without discrimination based on race, ethnicity, religion, gender, sexual orientation, age, disability, marital status, or any other protected characteristic under applicable law.

Application instructions

Apply through TeamZoro Careers with an up-to-date CV. Include examples of customer support work, case handling, or service environments you have supported where possible. Shortlisted candidates will be contacted for the next stage.