Jobs Uganda

Remote Customer Support Rep (Intern/Trainee)

Job Title	Remote Customer Support Rep (Intern/Trainee)
Employer	Nomad
Adress: Country	Uganda
Address: City	Kampala
Work type	Flexible
Expected Salary	6371010 UGX
Posting Date	Tue Jun 10 2025
End Date	Sat Jun 28 2025

Description:

As a Customer Support Specialist, you’ll be the first point of contact for users who need a helping hand. You’ll handle incoming questions, troubleshoot issues, and make sure every customer feels heard and helped. Whether it’s a first-time user or a long-time customer, your responses will be thoughtful, clear, and kind. You’ll work closely with product and engineering teams to escalate bugs and track resolutions. You love finding answers — and when they don’t exist yet, you help create them. You’ll use tools like live chat, email, and phone support to communicate quickly and effectively. Support isn’t just about fixing — it’s about listening, understanding, and building loyalty. You’ll collaborate with other teams to escalate complex issues and ensure quick solutions. You’ll manage your time well, balancing responsiveness with attention to detail.

Basic Qualifications:

• Provide onboarding assistance, usage tips, or knowledge base links to help customers get the most value from the product or service.
• Offer proactive support—reaching out when you spot potential issues or trends in customer behavior.
• Work with support automation tools like chatbots or autoresponders while still ensuring a personal, human experience when needed.
• Create or update internal FAQs, macros, or help center articles to reduce repetitive questions and empower self-service.
• Contribute to support documentation and SOPs so processes remain consistent, scalable, and easy to onboard new team members.

Preferred:

• Experience assisting customers through channels like email, chat, phone, or ticketing systems.
• Willing to participate in ongoing training to stay updated on product or service changes.
• Background or interest in customer service, tech support, SaaS, or digital tools.
• Familiar with tools like Zendesk, Freshdesk, Intercom, or HubSpot Service Hub.
• Open to working flexible shifts, including evenings or weekends if needed.

Benefits:

• Weekly team rituals include “ticket of the week,” helpful macro tips, and support memes that hit home.
• You’ll collaborate closely with product, engineering, and marketing — you won’t be siloed.
• Flexible hours — respond when you’re most focused, not just during office hours.
• Every “thank you” message, 5-star CSAT, or happy emoji goes to you — and we’ll celebrate it too.
• If you love solving puzzles, turning frustration into relief, and being someone’s calm voice — you’ll thrive here.

You know how to stay positive and solution-focused, even when the inbox is full. You’ll learn our product inside and out so you can assist customers with confidence and care. You love learning new tools and can adapt quickly to product changes and updates. You’ll analyze patterns in support requests and offer insights that help us improve. You’re tech-comfortable and quick to learn new tools and platforms. If you’ve worked in support before, great — but if not, a service mindset and strong communication skills matter more. You’re not afraid to say “I don’t know” — as long as you follow it up with “but I’ll find out. If helping people lights you up and you take pride in every solved ticket — you’re who we’ve been waiting for.