Full job description
Do you want to make a real impact and help companies around the world improve remote working for their teams?
Are you a problem-solver with a passion for delivering excellent service? Do you enjoy improving processes and working closely with a supportive team? If so, the Customer Support Agent role at Workwize is the perfect fit!
About Workwize
We’re revolutionizing how businesses support their global teams.
The rise of remote work has unlocked global talent, but also created logistical challenges in managing IT equipment, shipping, storage, and retrieval.
Our SaaS platform, integrated with global suppliers and warehouses, automates the entire hardware lifecycle for distributed teams. We currently serve over 25,000 users and manage 100,000+ devices across more than 100 countries.
Your Role
As a Customer Support Agent, you’ll play a key role in ensuring users and clients receive fast, clear, and helpful responses. You’ll work in a structured, knowledge-driven support environment, following established procedures and workflows. Your responsibilities will include:
Handling incoming client queries via Zendesk (email and chat) in a professional, solution-oriented tone
Managing ticket workflows using tools like Order Tool, Retool, and Airtable
Provide resolutions within our SLAs
Escalating issues clearly using defined internal workflows (e.g. bug tickets, product questions, delivery problems)
Collaborating with your squad (Delivery or Retrievals) and aligning closely with internal teams
Using and improving the internal knowledge base by flagging outdated or missing procedures
Suggesting new macros, improvements, or automation ideas to boost support efficiency
Participate in internal testing of new workflows, macros, or processes
Who You Are
Empathetic, service-minded, and calm under pressure
Structured and process-oriented, with strong attention to detail
Proactive, curious, and comfortable working independently in a remote team
A clear communicator who’s not afraid to ask questions or suggest improvements
Eager to learn and grow in a dynamic, high-growth environment
What You Bring
4+ years of experience in a customer support or service role
Fluent written and spoken English
Strong organizational skills and comfort with tools like email, chat, and shared documentation
Comfortable learning and navigating multiple platforms
Experience with Zendesk is a plus!
Strong skills in ticket escalation, de-escalation, and handling complex or multi-stakeholder cases
Confidence in supporting peers and suggesting process improvements
Bonus Skills (Not Required)
Familiarity with IT hardware lifecycles, logistics, or warehousing
Prior work in a fast-growing startup or scale-up
What We Offer
A role in a growing, mission-driven, and international team
Flexibility to work remotely from anywhere within your time zone
A full work setup with all necessary tools provided
A collaborative team culture that values transparency and ownership
Sound like a fit? Apply now and help us redefine the future of remote work—one support ticket at a time