Customer Support Representative

About the role

We are seeking an organized and detail‑oriented Customer Support Representative to deliver exceptional support experiences to Guusto customers and gift recipients. As a core member of the Customer Experience team, you will act as a trusted resource, resolving inquiries, troubleshooting issues, and helping users maximise the value of the Guusto platform.

Key responsibilities

• Respond to customer and recipient inquiries via email, chat and other support channels promptly and professionally.
• Troubleshoot platform, redemption, account and billing issues, identify root causes and provide effective solutions.
• Escalate complex issues to appropriate teams while maintaining ownership and ensuring timely follow‑up.
• Manage support tickets and communications with accuracy, attention to detail and empathy.
• Guide customers through platform features, account setup, user management, rewards programmes and redemption questions.
• Create clear explanations and promote self‑service resources to empower customers.
• Collaborate with Onboarding, Customer Success, Account Management, Product and Engineering teams to resolve issues and improve the overall experience.
• Contribute to process improvement, maintain internal knowledge bases and share best practices with teammates.
• Act as the voice of the customer, identifying pain points and building trust through professional, empathetic interactions.

Required profile

• Strong communication skills.
• High level of empathy and professionalism.
• Technical aptitude and problem‑solving abilities.
• Detail‑oriented and highly organized.

Required skills