Customer Service Representative

1-3 years of experience in a customer support, customer service, or customer-facing role Experience in a SaaS or technology environment is a plus Strong written and verbal communication skills Ability to clearly explain solutions to users with varying levels of technical knowledge Proactive, solution-oriented mindset with strong troubleshooting and analytical abilities Empathetic and patient approach with a strong commitment to customer happiness and satisfaction Comfortable working in a fast-paced, evolving environment Ability to quickly learn new tools and systems Strong multitasking skills and attention to detail Ability to work effectively both independently and as part of a team

Serve as the frontline support resource for Fringe users Respond promptly, courteously, and knowledgeably to customer service chats and cases Clearly communicate solutions, next steps, and expectations Take ownership of customer issues from initial inquiry through resolution Troubleshoot platform issues, identify root causes, and collaborate with internal teams Develop and maintain a deep understanding of the Fringe platform Work closely with Customer Success, Implementation, and other internal teams Follow established communication procedures, guidelines, and policies Contribute to internal documentation and knowledge-sharing Enhance the user experience by demonstrating empathy, professionalism, and commitment to customer satisfaction Ensure users feel taken care of and understand resolutions