Sales Support Representative – Email & Chat (Remote)

About the role

We are looking for a remote Sales Support Representative who will handle all customer interactions via email and live chat. The role focuses on delivering high-quality written support while spotting and acting on upsell, cross-sell and retention opportunities.

Key responsibilities

• Respond to customer inquiries through email and chat, resolving product and order issues quickly.
• Maintain high customer-satisfaction scores and fast resolution times.
• Identify churn risks and apply proactive retention strategies.
• Spot upsell and cross-sell opportunities during support conversations.
• Educate customers on premium features, add-ons and expanded services.
• Contribute to monthly expansion and retention revenue targets.

Required profile

• Minimum 1 year experience in Customer Support, Customer Success or Inside Sales (SaaS or e-commerce preferred).
• Excellent written English communication skills.
• Strong KPI-driven mindset focused on service quality and revenue growth.
• Understanding of e-commerce operations and online customer experience.

Required skills

• Experience with CRM platforms such as HubSpot or Salesforce.
• Experience with help-desk tools like Zendesk or Intercom.
• Reliable computer (i5 or modern equivalent) and stable wired internet (≥25 Mbps).
• Quiet, professional workspace suitable for written interactions.

What we offer

• Competitive base salary plus commission and performance-based bonuses.
• 100 % permanent work-from-home arrangement.
• Health coverage (HMO or monthly stipend) and paid time off.
• Clear career growth paths in Customer Success and Sales.