Customer Support Associate (L1)
How to apply?
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The Company
At Torch Labs Software LLC, we’re revolutionizing the VPN and proxy industry with innovative software solutions. Operating as a global hybrid team with roots in Sri Lanka and our headquarters in the USA, we build cutting-edge infrastructure to monetize traditional and nontraditional products as a service.
Our inclusive and vibrant culture empowers talented individuals worldwide to collaborate, innovate, and deliver exceptional products that redefine customer expectations. Join us to be part of a fast-paced team making a real impact in the tech industry!
💻 Our website: https://torchlabs.xyz 📩 Our Email: [email protected] 🐦 Our Socials: https://x.com/torch_proxies
Position: Customer Support Associate (L1) Location: Colombo 10, Sri Lanka Job Type: Full-Time
Evening: 4:00 PM – 12:00 AM (Hybrid)
Night: 12:00 AM – 8:00 AM (Remote)
Job Summary
As a Customer Support Associate, you’ll be the first point of contact for customers on Discord and Telegram, handling support tickets related to proxy usage, subscriptions, and account access. You will use internal dashboards, APIs, and external tools like Stripe to resolve common issues, escalate when needed, and ensure customers have a smooth experience.
Key Responsibilities:
Respond to customer queries through Discord and Telegram ticket systems in a timely and professional manner.
Review support tickets and resolve common issues related to proxy usage, subscriptions, or account access.
Use internal dashboards, Stripe, and available APIs to troubleshoot and fix customer issues.
Assist in proxy testing, identifying suitable proxy types for different use cases (e.g., sneaker sites, scraping).
Update customer records, flag unusual activity, and ensure follow-up is done for unresolved cases.
Work closely with the tech and ops teams to escalate technical issues beyond L1.
Maintain detailed logs of actions taken and help improve internal knowledge base.
Qualifications:
Basic understanding of APIs, dashboards, and tools like Stripe or similar platforms.
Familiarity with proxies (residential, ISP, datacenter) and their common use cases.
Comfortable using Discord, Telegram, and other communication tools.
Good English communication skills (written and verbal).
Fast learner with the ability to follow SOPs and resolve issues independently.
Previous experience in customer support, L1 tech support, or SaaS environments is a plus.
What We Offer:
Competitive salary and sales commission. Paid in either USD or LKR.
Hybrid work opportunities.
A dynamic and supportive team environment.
Opportunities for professional growth and development.
The chance to work in an exciting and rapidly growing industry.
For any questions, please email us at [email protected] 🤝
Apply Here
Application link: https://dub.sh/L1CSA
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