Customer Support Agent

Customer Service Agent

About Fyle (Now Part Of Sage)

Fyle is now part of Sage, a global leader in accounting and business management software. Together, were building a global expense management solution that simplifies how businesses track, approve, and reconcile spending.

About The Role

• As a Customer Service Agent, you wont just be answering queries, Youll be
• solving real problems, collaborating cross-functionally, and ensuring our
• customers feel heard, valued, and supported. Your mission will be to manage
• customer conversations across tickets, chats and calls with care and precision,
• ensuring were not only meeting timelines but exceeding expectations.
• Youll work closely with product and engineering teams to drive resolution,
• provide contextual insights, and act as the customers internal advocate. If youre
• someone who thrives on variety, enjoys ownership, and believes in meaningful
• impact, this role is for you.
• This is a hybrid role – three days per week in our Bangalore Office
• Important Job Requirements

• This is not a pure communication role. You will be responsible for the

resolution, not just the response. Think of yourself as the customers

advocate.

• Youll be working in a variable shift schedule that rotates quarterly based on

  business needs. While we aim for predictability, the majority of shifts will fall

• during night hours (aligned to US time zones). There is no guarantee of a fixed
• or daytime shift, so flexibility to work across different time slots. Especially
• nights is essential for this role.

• This role comes with a variety. Processes evolve, customer issues vary, and

  adaptability is key. If you prefer predictable, repetitive tasks, this role may not be the right fit.

• What we are Looking for:
• Communication & Management

• Excellent written and verbal communication, especially email writing with a

natural, free-hand tone

• Excels in phone-based communication with exceptional active listening skills.
• Strong time management: Youre reliable, proactive, and effective while

working independently

• Deep empathy for the customer with a mindset that prioritizes their experience

Functional skills

• Process discipline: detail-oriented with 100% follow-through on action items

and procedures.

• Demonstrated ownership, willing to go the extra mile to solve complex issues
• High agency, You can make decisions and drive initiatives independently

  Tools (Good to have)

• Prior experience with tools like Zendesk, Freshdesk, Jira, Intercom, etc.
• Who can apply
• Willing to work in North America shift(PST time-zone).
• 1-2 years of relevant professional experience in customer support role
• Eager to learn, adaptable, and motivated to grow into a support role

Key Responsibilities

Key Responsibilities:

• Handle customer queries via support platforms (tickets, live chat and call) with

clarity and empathy

• Troubleshoot and resolve issues within defined SLAs
• Collaborate with team members and other departments to ensure timely

resolution

• Work closely with account management, onboarding, product and engineering

teams to unblock complex cases and ensure delivery on commitments

• Stay updated on product features to ensure customers receive the most

accurate information

• Capture and report customer feedback from tickets, chat, NPS, or other

channels

Whats in it for you

•  An exciting challenge in an innovative and growing company that values your skills and ideas.
•  A motivated team that places great value on teamwork at work.
•  Attractive Salary package (salary + performance bonus).
•  Ongoing training and professional development.
•  Paid 5 days yearly to volunteer through our Sage Foundation.
•  Flexible work patterns and hybrid working.
•  18 days annual leave, 7 sick days and 7 days casual leave.
•  Birth and Marriage Bonus.
•  Public Transport Government supported discounts for colleagues.
•  Capital Forming Benefit: Tax-free incentives are paid to colleagues into a savings account.