Customer Support Associate

As a Customer Support Associate at Prosperna, you will:

• Respond to customer inquiries via email and live chat with clear, empathetic, and helpful communication.
• Use support tools and internal resources to troubleshoot issues and guide customers through platform features.
• Deliver online training webinars that teach customers how to use Prosperna's ecommerce and AI tools.
• Document issues, categorize tickets, and ensure timely follow-ups.
• Track customer conversations, ticket history, and resolution status using Bigin CRM and help desk platforms.
• Collaborate with the Product and Engineering teams by reporting bugs, feature requests, and recurring customer concerns.
• Assist in creating support articles, FAQs, and quick-start guides.
• Help monitor and manage AI chat support tools to improve automated responses and customer satisfaction.
• Maintain a high customer satisfaction rating and contribute to the continuous improvement of the support process.

What experience and skills should you have?

• Experience in customer support, preferably in SaaS, ecommerce, or tech startups.
• Excellent written and verbal communication skills with a customer-first mindset.

• Proficient with:

  • Bigin CRM for managing customer interactions and follow-ups
  • Help Desk tools (e.g., Zoho Desk, Freshdesk, Zendesk, HubSpot Service Hub)
  • AI Chat Support Platforms such as Tidio, Intercom, Crisp, or similar
• Strong troubleshooting and problem-solving abilities.
• Ability to conduct live online training or webinars confidently and professionally.
• Comfortable using screen-recording tools and walkthrough apps.
• Highly organized with the ability to manage multiple tickets and tasks at once.
• Bonus: Experience supporting SMEs or working in ecommerce environments.

If you could join a company where your ideas directly shape a product used by thousands of entrepreneurs – would you take that opportunity now or watch someone else build what you envisioned?

Be part of a meaningful global mission – contribute to empowering 1 million small and medium-sized businesses with simple, affordable, AI-powered ecommerce tools that directly uplift communities and fuel economic growth.

Experience a true global tech startup culture – fast-moving, data-driven, customer-obsessed, and built on ownership, autonomy, and continuous improvement.

Learn from leaders with Silicon Valley experience – gain mentorship from executives who have built and scaled global tech companies.

Hybrid work environment – enjoy a work culture that combines working from home and a vibrant office setting that balances focused work with seamless collaboration. Plus a well-stocked pantry to fuel creativity and teamwork.

Create cutting-edge AI tools and e-commerce innovations – front-row seat to building tech that matters, directly shaping how thousands of businesses grow and succeed.

Build a culture where every voice counts – Not driven by sales using fear balances, friendly competitive work culture built for passionate problem-solvers who want control over company building direction. Prosperna builds a culture where every voice genuinely matters, together towards the same ambitious goal.

We will contact you as soon as we've reviewed all the forms from the right people. You'll have plenty of time to learn about our products, our values, our culture, and whether this aligns with where you are at in your career.