Customer Support Representative

Virtual Nation –  We started one brand, then another, and discovered that Virtual Nation worked best behind the scenes, letting each brand stay focused on what mattered without the noise of a shared name. Today our company spans three brands — a global migration platform, a university admissions companion, and a digital growth agency — serving customers across the globe.
We are  recruiting to fill the position below:

Job Title: Customer Support Representative

Location: Remote
Description

• We are looking for a dedicated, diligent Customer Support Representative to handle fast-evolving customer enquiries across our brands. You’ll be the first point of contact for our customers, resolving issues quickly and keeping every conversation clear, calm, and professional.
• You will respond to customer enquiries across multiple channels, resolve issues promptly, and keep accurate records of every interaction. Because Virtual
• Nation operates across several brands, you’ll need to correctly categorise tickets, identify which project or brand an enquiry relates to, and respond accordingly, even when a customer’s request is unclear or mixes multiple products together.
  Key Responsibilities
• Respond to customer enquiries via phone, email, live chat, and social media promptly and professionally
  Categorise tickets accurately by brand, project, and issue type
• Untangle and clarify confusing enquiries that span multiple projects or brands
• Resolve customer complaints and issues by identifying root causes and providing effective solutions
• Escalate complex or unresolved issues to the appropriate internal team with clear notes
• Maintain accurate records of all customer interactions in the CRM system
• Follow up with customers to confirm issues have been fully resolved
• Provide accurate information about products, services, policies, and procedures
• Stay up to date on all Virtual Nation brands and products to respond confidently
• Identify recurring issues and feed insights back to the relevant team
• Meet or exceed performance targets for response time, resolution rate, and customer satisfaction
  Performance Metrics & KPIs
• Average response time
• Ticket resolution rate
• Ticket categorisation accuracy
• Customer satisfaction scores
• Escalation accuracy (right issue routed to the right team)
  What Success Looks Like
• At 90 days: You’re confidently handling enquiries across all brands, categorising tickets accurately, and resolving most issues without needing escalation.
• At 1 year: You’re a trusted first point of contact for customers, known for turning confusing, multi-brand enquiries into clear, fast resolutions. Your feedback has helped improve internal processes.
  Skills & Competencies Required
  Must-have:
• 3+ years of experience in customer service, customer support, or a related client-facing role
• Excellent written and verbal communication skills
• Strong ability to categorise and prioritise tickets accurately
• Ability to clarify and resolve confusing or ambiguous enquiries
• Strong problem-solving and conflict-resolution skills
• Ability to multitask and manage multiple conversations at once
• Calm, patient, and professional under pressure
• Familiarity with CRM or helpdesk/ticketing tools
  Nice-to-have:
• Experience supporting multiple brands or products at once
• Experience using helpdesk tools (Zoho, Freshdesk, Zendesk, HubSpot, Intercom, or similar)
• Background in tech, SaaS, or digital product support
  Compensation & Benefits
• Opportunity to rise into a management role
• Bonus and results-driven performance bonus
• Remote work culture
• Flexible and friendly environment
• Competitive salary
• Opportunity for training and personal development.
  Application Closing Date
  Not Specified.
  How to Apply
  Interested and qualified candidates should:
  Click here to apply online