Customer Services Agent (Bangalore East)

Role Title: Customer Service Agent

About Fyle (Now Part Of Sage) Fyle is now part of Sage, a global leader in accounting and business management software. Together, were building a global expense management solution that simplifies how businesses track, approve, and reconcile spending.

About The Role As a Customer Service Agent, you wont just be answering queries, Youll be solving real problems, collaborating cross-functionally, and ensuring our customers feel heard, valued, and supported. Your mission will be to manage customer conversations across tickets, chats and calls with care and precision,

ensuring were not only meeting timelines but exceeding expectations.

Youll work closely with product and engineering teams to drive resolution,

provide contextual insights, and act as the customers internal advocate. If youre someone who thrives on variety, enjoys ownership, and believes in meaningful impact, this role is for you.

Key Job Requirements

• This is not a pure communication role. You will be responsible for the

resolution, not just the response. Think of yourself as the customers advocate.

• Youll be working in a variable shift schedule that rotates quarterly based on

business needs. While we aim for predictability, the majority of shifts will fall during night hours (aligned to US time zones). There is no guarantee of a fixed or daytime shift, so flexibility to work across different time slots. Especially nights is essential for this role.

• This role comes with a variety. Processes evolve, customer issues vary, and

adaptability is key. If you prefer predictable, repetitive tasks, this role may not be the right fit.

What we are Looking for

Communication & Management

• Excellent written and verbal communication, especially email writing with a

natural, free-hand tone

• Excels in phone-based communication with exceptional active listening skills.
• Strong time management: Youre reliable, proactive, and effective while

working independently

• Deep empathy for the customer with a mindset that prioritizes their experience

Functional skills

• Process discipline: detail-oriented with 100% follow-through on action items

and procedures.

• Demonstrated ownership, willing to go the extra mile to solve complex issues
• High agency, You can make decisions and drive initiatives independently

Tools (Good to have) Prior experience with tools like Zendesk, Freshdesk, Jira, Intercom, etc.

Who can apply

Willing to work in North America shift(PST time-zone).

Only 0-2 years of relevant professional experience in customer support role

Eager to learn, adaptable, and motivated to grow into a support role

Key Responsibilities Key Responsibilities:

• Handle customer queries via support platforms (tickets, live chat and call) with

clarity and empathy

• Troubleshoot and resolve issues within defined SLAs
• Collaborate with team members and other departments to ensure timely

resolution

• Work closely with account management, onboarding, product and engineering

teams to unblock complex cases and ensure delivery on commitments

• Stay updated on product features to ensure customers receive the most

accurate information

• Capture and report customer feedback from tickets, chat, NPS, or other

channels .