Enterprise Customer Support Representative

Title: Enterprise Customer Support RepresentativeLocation: NYCType: Full-TimeTeam: Enterprise Support ServicesAbout The RoleThe Enterprise Customer Support Representative is responsible for delivering world-class, real-time support for our most important customers.This role sits at the front line of the customer experience. You will monitor live support channels, resolve issues quickly, and ensure Enterprise customers receive fast, accurate, and high-quality responses every time.You will operate with clear performance standards: 99% SLA attainment, >92% CSAT, and full ownership of all Level 1 support requests from Enterprise Customer Success Managers.This role is also deeply focused on scalable workflows. Perfecting the CS workflow and then expanding it via AI-powered solutions to broaden the team’s effectiveness from the ground up. As an early member of this team you will be establishing the foundation of our Enterprise Services.What You’ll Own Enterprise Support CoverageMonitor and respond to live chat and support channels for Enterprise customersEnsure fast, accurate, and high-quality responses across all interactionsMaintain 99% SLA attainment across support tickets and real-time requestsDeliver consistently excellent customer experiences that maintain >92% CSAT Enterprise L1 Support OwnershipOwn all Level 1 support requests originating from Enterprise CSMs & ClientsResolve issues quickly whenever possible without escalationAct as the first line of defense for product questions, troubleshooting, and platform guidanceManually intervene to optimize customer accounts and ensure all best practices are being implementedEnsure Enterprise CSMs have confidence that issues are being handled immediately Product Escalation & Issue ManagementIdentify issues that require deeper investigation or engineering supportEscalate bugs, platform issues, or systemic problems to the Product and Engineering teamsProvide clear documentation, reproduction steps, and context to accelerate resolutionTrack escalated issues and communicate updates back to Customer Success AI-Powered Support OperationsUse AI tools heavily to improve support workflows and efficiencyContinuously refine response templates, macros, and knowledge base contentIdentify opportunities where AI can reduce manual work or improve response qualityHelp build a scalable support system that gets smarter over timeHow You’ll OperateYou will help power Flowcode’s next-generation support experience. You will support a rapidly growing user base from self-service subscribers to Fortune 500 enterprise clients, while helping build systems that scale intelligently.Your mission is to deliver a seamless, high-performance, support experience that drives retention, product adoption, and brand loyalty.You default to automation before manual work.You utilize all tools at your disposal, from AI to optimizing existing workflowsYou are constantly experimenting with tools, workflows, prompts, and systems to make support faster, smarter, and more scalable.You are highly proficient in Intercom (or a fast learner) and take ownership of building, optimizing, and managing workflows, macros, and support automation.You collaborate closely with Product, Sales, Marketing, and Customer Success, and act as a relentless voice of the customer by surfacing insights, patterns, and friction points from support conversations.Most ImportantlyYou are OBSESSED with customers.You are OBSESSED with performance.You are OBSESSED with leverage.Requirements0-2 years in customer support or customer operations in a SaaS environmentExperience supporting Enterprise or high-value customers preferredStrong troubleshooting skills and ability to diagnose product issues quicklyExperience working with ticketing platforms, live chat tools, and support workflowsComfortable using AI tools to improve support efficiency and knowledge systemsExcellent written communication skills with a focus on clarity and speedAbility to collaborate closely with Customer Success, Product, and Engineering teamsThis is an in-office role at our beautiful offices in Soho, NYC.We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.A successful candidate’s starting pay will be determined based on the role, job-related skills, experience, qualifications, work location, and market conditions. The current range for this role is up to $50-55k plus equity.