Customer Service Representative
Customer Service Representative
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Fully Remote Customer Support Specialist (SelfServe SaaS)
Are you passionate about helping users succeed with innovative software Join us fully remote on the frontlines as a Customer Support Specialist during our exciting selfserve launch. Youll be the goto resource for troubleshooting guiding users and enhancing our customer experience all while collaborating closely with an agile internal team.
What Youll Do
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Respond promptly to selfserve customer inquiries across Slack channels support email and ticketing systems (Pylon or similar) meeting SLA targets
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Collaborate with AIpowered support bots and escalate complex or sensitive cases for human review when needed
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Communicate clearly empathetically and professionally with users from diverse regions and backgrounds
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Identify gaps in our knowledge base and contribute to developing helpful internal documentation
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Assist new users with onboarding flows answering firsttime questions and guiding them through setup
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Coordinate closely with the core team during onboarding phases before transitioning to night coverage shifts
What Were Looking For
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Prior experience working at a software company ideally in a startup or fastgrowth SaaS environment
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Strong written English communication skills with the ability to convey information clearly empathetically and professionally
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Comfort and proficiency using tools like Slack Intercom Linear Pylon Jira or similar ticketing and automation systems
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Ability to work independently in a remote environment embracing ambiguity and demonstrating a strong startuplevel work ethic
Tools Youll Use
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Slack
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Pylon
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Jira
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Linear
This role is critical to our selfserve launch success and offers a unique opportunity to shape customer experience and product support at a highgrowth SaaS startup.
Employment Type
Full Time
