[Remote] UX Researcher

Note: The job is a remote job and is open to candidates in USA. Scalence L.L.C. is a company focused on developing technology environments and applications since 1989, and they are seeking Customer Support Agents to provide front-line support for their products. The role involves resolving customer tickets, assisting with complex cases, and ensuring consistent policy application across the support team.

Responsibilities

• Resolve P4/P5 customer tickets related to billing, subscriptions, account access, and product usage
• Maintain productivity targets (~250–300 tickets per week)
• Use response templates and knowledge base guidance
• Properly categorize tickets and escalate edge cases when necessary
• Resolve billing disputes, refund exceptions, and policy edge cases
• Assist L1 agents with troubleshooting and escalations
• Ensure consistent policy application across the support team

Skills

• Provide front-line customer support for Anthropic products through the ticketing platform
• Resolve P4/P5 customer tickets related to billing, subscriptions, account access, and product usage
• Maintain productivity targets (~250–300 tickets per week)
• Use response templates and knowledge base guidance
• Properly categorize tickets and escalate edge cases when necessary
• Handle complex cases and support frontline agents
• Resolve billing disputes, refund exceptions, and policy edge cases
• Assist L1 agents with troubleshooting and escalations
• Ensure consistent policy application across the support team

Company Overview