Customer Care Agent

About doola
doola is a dynamic company committed to simplifying the complexities of business formation, payment setup, compliance, taxes, and more. We empower entrepreneurs and businesses of all sizes to navigate the intricate landscape of financial and regulatory requirements with ease, allowing them to focus on what truly matters - building and growing their ventures.

About the Role
We're looking for a proactive and reliable Customer Care Agent to join our growing team. In this role, you'll be the front line of communication with our customers, delivering fast, helpful, and empathetic support. The ideal candidate has experience working in a customer support role, thrives in a fast-paced environment, and is comfortable navigating ambiguity while staying focused on delivering results.

Key responsibilities
- Provide real-time support to customers via email and phone

- Manage and resolve customer inquiries in a timely, friendly, and professional manner

- Maintain accurate records of customer interactions and follow-ups

- Escalate complex issues appropriately while keeping the customer informed

- Meet response time, resolution, and customer satisfaction KPIs

- Take initiative to improve internal processes and customer experiences

- Stay up-to-date on product updates, policies, and procedures

Skills and qualifications
- 2+ year of experience in a customer service role (chat or phone support preferred)

- Strong written and verbal communication skills

- Ability to stay organized and meet deadlines in a dynamic, often ambiguous environment

- Comfortable handling multiple conversations or tasks simultaneously

- Excellent problem-solving skills and attention to detail

- Self-starter with a strong sense of ownership and follow-through

Bonus qualifications
- Experience working with HubSpot, Intercom, or other help desk software

- Startup or high-growth environment experience