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Job Description
- Role: Customer Support Specialist
- Location: Remote
- Employment Type: Full-time
Compensation: Competitive salary commensurate with experience, qualifications, and location. Indicative range: $42,000 – $68,000 (USD equivalent), plus benefits.
Role Overview
We are hiring a Customer Support Specialist to resolve product issues and guide customers through technical questions. The role combines product knowledge, troubleshooting, and clear communication to turn support tickets into trusted relationships.
Key Responsibilities
- Resolve customer issues across email, chat, and ticketing systems within SLA
- Troubleshoot product issues, reproduce bugs, and document them for the engineering team
- Maintain and update help centre articles, FAQs, and knowledge base content
- Track recurring themes in support data and surface insights to product teams
- Collaborate with Customer Success on escalations and at-risk accounts
- Contribute to internal training so the wider team learns from each ticket
Required Skills and Qualifications
- 2+ years in a customer support or technical support role at a SaaS company
- Experience with helpdesk platforms such as Zendesk, Intercom, or Help Scout
- Strong written communication and ability to explain technical concepts simply
- Comfort with basic troubleshooting and ability to read API logs or browser consoles
- Empathy and patience with customers of varying technical ability
- Bias for documenting solutions so problems get solved once, not many times
What You'll Bring
- Patience, empathy, and a genuine interest in helping people solve problems
- Clear written communication and a calm tone under pressure
- Strong attention to detail and follow-through on every interaction
- Comfort working asynchronously across time zones
What We Offer
- Fully remote, flexible work hours
- Performance-based bonus structure
- Annual learning & development stipend
- Health and wellness benefits (varies by location)
- Opportunity to work on high-scale, real-world impact projects
Equal Opportunity Statement
This is an equal opportunity role. Applications are welcomed from all qualified individuals regardless of race, color, ethnicity, nationality, gender, gender identity or expression, sexual orientation, age, religion, disability, marital status, or any other characteristic protected by applicable law. All hiring decisions are based solely on qualifications, skills, and demonstrated ability.
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