Customer Service Representative
Customer Service Representative
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Customer Support Representative (Remote)
About the Role
Youll be on the frontlines helping users troubleshoot issues navigate the product and find answers while working closely with our internal team to improve systems documentation and the overall customer experience. This is a critical role during our selfserve launch and will require strong communication skills comfort with ambiguity and a startuplevel work ethic.
What Youll Do
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Monitor and respond to customer inquiries from shared Slack channels support email and ticketing systems (via Pylon or similar tools)
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Collaborate with AI support bots and escalate complex or sensitive cases for human review
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Maintain clear empathetic and efficient communication with users across various regions
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Help identify gaps in the knowledge base and contribute to internal documentation
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Assist with onboarding flows including fielding firsttime user questions and guiding new customers through the setup
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Coordinate with the core team during onboarding to learn processes before shifting into night coverage
What Were Looking For
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Prior experience working at a software company
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Strong written English and the ability to communicate with clarity empathy and professionalism
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Comfortable using tools like Slack Intercom Linear Pylon or similar ticketing/automation systems
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Experience working with startup or fastgrowth SaaS products is highly preferred
Tools Youll Use
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Slack
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Pylon
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Jira
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Linear
Employment Type
Full Time
