Customer Support Agent

Your role at ActiveCollab

As a Customer Support Agent, your mission is to help our users get the most out of ActiveCollab — whether that means showing them how it works, helping them solve issues, or guiding them toward the right plan.

You’ll combine customer success with high-quality support: from live chat and email to quick phone calls and screen sharing. You’ll work across multiple conversations at once, with empathy and speed, helping users feel confident and taken care of.

Your typical day includes:

• Helping customers via live chat, email, and phone calls.
• Quickly identifying what a customer really needs — even when they’re not sure themselves.
• Guiding users through onboarding, training, and troubleshooting.
• Switching from chat to call when needed, and using screen sharing to walk users through the solution.
• Delivering 1-on-1 demo presentations to existing customers to showcase the full value of ActiveCollab and help prevent churn.
• Analyzing churn statistics and customer feedback to identify pain points and suggest improvements.
• Proactively reaching out to help new and returning users get the most out of ActiveCollab.
• Analyzing feedback and usage to improve customer satisfaction and retention.
• Repeating the same instructions with empathy and patience when necessary — you understand that not everyone is tech-savvy.
• Keeping calm under pressure and juggling multiple chats at once.

You are:

• Fluent in English — both written and spoken. If you’re near-native, nobody can tell you’re not from an English-speaking country.
• Tech-savvy — you’re confident using modern tools and picking up new ones quickly.
• Empathetic and patient — you genuinely care about helping others, even if it means repeating the same explanation a few times.
• Fast and focused — you respond quickly without losing attention to detail.
• Excellent at communicating — you explain things clearly and with warmth. You don’t just “reply” — you connect.
• Confident on live chat and phone — you know when to escalate from typing to talking.
• Organized under pressure — you can handle multiple chats and users at once without breaking a sweat.
• Proactive and persuasive — you’re not afraid to recommend a better plan or solution when it makes sense.
• A team player — you love sharing knowledge, collaborating, and occasionally showing off your baking skills.
• Quick to learn — you pick up processes and product features fast, which helps you hit the ground running.
• Flexible when needed — you’re open to scheduling occasional client calls outside of regular working hours, with compensation provided for that time.

Bonus points if you:

• Speak another language besides English.
• Have experience in SaaS, customer support, teaching, or training.
• Are familiar with other project management tools (e.g. Trello, Asana, Jira, ClickUp, Basecamp…) — it helps you better understand how users compare and switch to ActiveCollab.

Position details:

Location: Remote or Office (Novi Sad)
Type of Employment: Full-time position under a fixed-term contract — initial 6-month probation period, followed by a 1.5-year contract, after which the employment may transition to a permanent (indefinite) contract.
Working Hours: Coverage is from 08:00 to 22:00 CET, organized in shifts. Some adjustments may be made depending on team needs and scheduled calls.

Type of employment: 

Type of Employment: Full-time position under a fixed-term contract — starting with a 6-month probation period, followed by a 1.5-year fixed-term contract, with the possibility of transitioning to a permanent (indefinite) employment afterward.