Customer Support Representative

Job Description

Location : On-site in Carlsbad, San Diego

Type : Full-time

About XILO

XILO is a fast-growing SaaS company transforming how agencies and businesses connect with their clients through automation and intelligent workflows. We’re adding to our innovative Customer Support team to redefine how we support and empower our customers — and we’re looking for a key team member to help shape its future.

The Role

We’re hiring a Customer Support Representative (CSR) to join our customer success team. You’ll work hands-on with our customers to build and configure their XILO platforms, troubleshoot issues, and provide exceptional support across a wide range of needs.

You’ll collaborate closely with Customer Support Managers (CSMs) and cross-functional teams — including Sales, Product Delivery, Product Development, and Engineering — to deliver seamless, proactive, and high-quality customer experiences.

What You’ll Do

• Serve as a primary contact for existing customers, ensuring fast, effective, and friendly support.
• Build and configure customer accounts, integrations, and platforms within XILO.
• Troubleshoot and resolve technical or operational issues with ownership and urgency.
• Partner daily with CSMs to align on customer priorities and deliver consistent service.
• Document support processes and best practices as we strengthen the CS team.
• Collect and share customer feedback to drive product and process improvements.

What You Bring

Why You’ll Love XILO