Mid-Level Customer Support
We are seeking a mid-level Customer Support professional with a solid foundation in web-based products and a proven ability to communicate clearly and empathetically. The ideal candidate has at least two to three years of customer support experience, strong written English, and the judgment to handle complex customer issues independently.
You should be comfortable working with technology, understanding website-related concepts and using modern support tools. Most importantly, you should bring professionalism, ownership and a customer-first mindset to every interaction.
Key Responsibilities
• Provide customer support through email and live chat with professionalism and empathy
• Handle customer issues end to end, including complex scenarios as you gain product knowledge
• Identify recurring issues and customer pain points and report them to product and engineering teams
• Document internal findings and contribute to improving support workflows
• Maintain high-quality responses with accuracy, clarity and attention to detail
• Escalate issues appropriately when required
• Work across the entire Codewing product ecosystem and learn the products progressively
• Take ownership of customer conversations and ensure timely follow-ups and resolution
Note: This role does not involve onboarding calls, migrations or training junior team members at this stage.
Requirements
• Minimum two years of experience in customer support for a web-based product (freshers are encouraged to apply)
• Excellent written English that is clear, professional and grammatically accurate
• Strong communication skills with the ability to simplify technical topics for customers
• Experience using customer support tools such as Crisp, Helpscout, Zendesk, Intercom or similar
• Comfort working with websites and web technology, WordPress familiarity preferred
• Ability to work independently, show ownership and make sound judgments
• In-office availability in Kathmandu
• Work schedule: Sunday to Friday, 10 AM to 6 PM
Good to Have
• Background in computer science, IT or web-related fields
• Basic understanding of WordPress themes, plugins or site-building
• Experience supporting SaaS or global software products
• Ability to improve internal documentation or support processes
