At Lensa, a pioneering AI-driven job matching platform based in Las Vegas, the Customer Support Representative plays a pivotal role in ensuring seamless user experiences. This remote position empowers you to troubleshoot issues for thousands of job seekers and employers daily, directly impacting our platform's reputation for reliable, tech-savvy assistance. Day-to-day, you will field inbound inquiries via email, live chat, and phone, diagnosing platform glitches like search algorithm errors or profile upload failures. Guide users through resume optimization tools and job alert setups, escalating complex cases to engineering teams while tracking resolutions in our Zendesk system. Collaborate on feedback loops to refine support scripts, and analyze ticket trends to preempt common pain points, such as mobile app compatibility issues during peak hiring seasons. Ideal candidates bring at least one year of customer service experience in tech or SaaS environments, with a high school diploma or equivalent. Proficiency in Zendesk, Slack, and Google Workspace is essential, alongside familiarity with CRM basics. Excel with sharp problem-solving, empathetic communication, and multitasking under pressure. Technical aptitude for quick learning of AI tools sets top performers apart. Lensa fosters a collaborative, innovation-focused culture with flexible remote work supporting work-life balance. We offer competitive compensation and benefits including health insurance, generous PTO, and professional development stipends.