USA Customer Support Agent (PST-EST timezone)

About Company JobHire.ai is a vertical AI agent for automated job search. We help thousands of job seekers land interviews faster by finding, tailoring, and applying to jobs on their behalf. We’re profitable, growing fast, and now expanding the product to deliver long-term user value beyond job offers alone. ~35% MoM; top 1% in growth rate Profitable from day one 40 people Investors: Deel Ventures, Daniel Gutenberg, Dave Waiser, Margulan Seisembayev, and other unicorn founders. Mission JobHire.ai is a personal AI agent for continuous professional development and happiness at work The Role We’re looking for a Customer Support Agent who is not just reacting to tickets, but actively influencing customer satisfaction and retention. This role combines high-quality reactive support, proactive customer engagement and sales impact. What you’ll do: Efficiently handle a large number of chats and calls (no cold calling) with a strong focus on quality; Proactively provide in-depth details about our product, address customer concerns and objections diligently, ensuring their satisfaction; Guide users through onboarding and activation flows, educate customers to ensure successful product usage; Use selling techniques to offer our additional products (e.g. resume review) to existing customers, convert support interactions into successful payments if there’s such opportunity; Act as the first line of retention, identifying early churn signals during customer interactions, share insights and feedback with the team to improve retention and customer experience. Key success metrics for the candidate: Maintain CSAT 90-95% Meet SLA with average first response time ≤ 5 minutes Additional product conversion rate - consistently generate paid resume reviews from support interactions (min. 20% of new customers pay for resume review option). We keep our hiring process quick and simple: HR Introduction Call Team Interview Reference Check (with two prior managers)