Support Agent

About the Position

We are looking for a Support Agent to join our global team at Cloudprinter.com, a leading print-on-demand platform. As a Support Agent, you will be the first point of contact for customers across chat, email, and phone, providing fast, accurate, and empathetic support.

About Cloudprinter

Cloudprinter.com is a leading global print-on-demand platform, enabling e-commerce merchants, creators, publishers, and enterprises to print and ship locally in 104 countries through a unified print network. We provide an all-in-one solution: print API, ready integrations (Shopify, WooCommerce, Amazon, etc.), thousands of product templates, and a mission to scale worldwide with quality and sustainability.

Responsibilities

Customer Support & Success

• Serve as the first point of contact for customer inquiries via multiple channels
• Diagnose issues and provide technical and workflow support with speed, clarity, and empathy
• Deliver product guidance and best practices to help users maximize value from the platform

Order Management & Issue Resolution

• Monitor, analyze, and troubleshoot customer orders across the Cloudprinter platform
• Ensure every order has a documented next step and meets internal SLAs

Continuous Improvement

• Identify patterns in reported issues and proactively suggest product improvements
• Contribute to internal knowledge bases and help center content
• Participate in QA, feature testing, and feedback loops with the Product team

Requirements

• 2 years of customer support experience (SaaS, tech, e-commerce, or logistics preferred)
• Excellent written and spoken English
• Strong troubleshooting skills, analytical thinking, and multitasking abilities
• Comfortable troubleshooting using logs, screenshots, error messages, and reproduction steps
• Experience with tools like HubSpot, Slack, Teams, and Microsoft Suite
• Comfortable working independently in a remote environment
• Tech-savvy, quick learner, and calm under pressure

Desirable (Strong Plus)

• Experience in the print industry or print-on-demand
• Understanding of print workflows, APIs, and integration-based fulfillment
• Additional languages (e.g., Spanish, German, French) are a plus

Technical Requirements

• Stable high-speed internet connection
• Quiet, professional workspace suitable for voice support
• Quality headset/audio equipment
• Webcam for video calls and internal meetings

We Offer

• Paid vacation/sick leave per year
• Flexible hours within your local timezone
• Competitive compensation and professional development opportunities in a global SaaS company
• Supportive, diverse, fully remote team culture

How to Apply

If you enjoy delivering clear, thoughtful support, resolving issues quickly, and helping customers across different regions with diverse needs, we’d love to hear from you. Please submit your CV along with a brief cover letter that outlines your experience in customer support.

We review all applications carefully and will get back to you if your profile fits our needs.