Customer Service Representative
Customer Service Representative
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Job Description
Fully Remote Customer Service Representative (Self-Serve SaaS)
(Weekend Weekday Schedule)
Apply here:
Are you passionate about helping users succeed with innovative software Join us on the frontlines as a Customer Service Representative during our exciting self-serve launch. Youll be the go-to resource for troubleshooting guiding users and enhancing the customer experience all while collaborating closely with a fast-moving internal team.
Role Overview
As a key member of our remote support team youll provide world-class assistance to self-serve users ensuring their onboarding is seamless and their questions are resolved quickly and effectively. Youll work across multiple communication channels and support systems helping shape our support function at a critical stage of growth.
Note:
This is a 100% remote full-time role with a schedule that includes Saturdays Sundays and 3 weekdays. Candidates must be available to work on : This is a 100% remote full-time role with a schedule that includes Saturdays Sundays and 3 weekdays. Candidates must be available to work on weekends.
What Youll Do
Customer Interaction & Issue Resolution
- Respond promptly to customer inquiries across Slack support email and ticketing systems (e.g. Pylon) while meeting SLA targets
- Collaborate with AI-powered bots escalating complex or sensitive issues for human resolution as needed
- Communicate clearly empathetically and professionally with users from diverse backgrounds
Knowledge Sharing & Onboarding
- Assist new users with onboarding answering first-time questions and guiding them through setup
- Identify knowledge gaps and contribute to internal documentation and help articles
- Coordinate with the core team during initial onboarding phases before transitioning to night shift coverage
What Were Looking For
Must-Have Experience
- Previous experience in a customer support role at a software company (startup or fast-growth SaaS strongly preferred)
- Exceptional written communication skills in English
- Familiarity with tools like Slack Intercom Linear Jira Pylon or similar support and automation systems
- Ability to thrive in a remote setting with minimal oversight embracing ambiguity and startup-paced work
Tools Youll Use
- Slack
- Pylon
- Jira
- Linear
Apply here:
Are you passionate about helping users succeed with innovative software Join us on the frontlines as a Customer Service Representative during our exciting self-serve launch. Youll be the go-to resource for troubleshooting guiding users and enhancing the customer experience all while collaborating closely with a fast-moving internal team.
Employment Type
Full Time
