Customer Support Representative 20790

Employment Type: Full-time Independent Contractor

Work Model: Remote

Work Hours: US Mountain Standard Time (MST) alignment

We are seeking a motivated customer-centric Customer Support Representative (Tier 1) to take full ownership of our inbound customer support chat queue. Serving as a foundational hire within our support operations you will act as the primary voice of our branddelivering fast accurate and empathetic assistance to our growing user base while freeing company leadership to focus on core strategic expansion.

In this role you will manage real-time user inquiries troubleshoot common platform issues maintain clean documentation and leverage modern chat tools to deliver an exceptional customer experience. As our support infrastructure evolves you will play a key role in identifying recurring friction points and helping build out our internal knowledge base and support workflows.

1. Real-Time Chat Management & Issue Resolution

• Inbound Queue Ownership: Manage and respond to high-volume inbound customer support chats via Intercom or adjacent live chat platforms with high speed and accuracy.

• Tier 1 Troubleshooting: Diagnose address and resolve primary customer inquiries account access needs billing questions and general product usage friction.

• Smart Escalations: Identify edge cases technical bugs or complex issues escalating them seamlessly to secondary technical teams or leadership with clear well-documented context.

2. Quality Control & Knowledge Documentation

• Satisfaction & Standards: Maintain high first-contact resolution rates rapid response times and excellent customer satisfaction (CSAT) scores across all interactions.

• Support Tool Optimization: Provide continuous feedback from front-line customer interactions to help build refine and improve internal support macros FAQs and help center documentation.

• Tool Stack Navigation: Utilize standard operational toolsincluding web-based email clients Microsoft Office/Excel and CRM databasesto track customer records and update account details accurately.

• Customer Support Experience: 13 years of professional experience in a customer support role with a strong preference for chat-based or digital support environments.

• Platform Proficiency: Hands-on experience navigating Intercom or similar live chat support platforms (e.g. Zendesk Freshdesk Drift).

• Communication & Speed: Strong written English communication skills with a focus on tone clarity empathy and professional grammar. Excellent typing speed and numerical accuracy.

• Startup Operating Style: Highly adaptable proactive and comfortable operating in a fast-moving evolving startup environment where processes are continuously refined.

• Prior experience supporting a B2B or B2C SaaS (Software-as-a-Service) or web-based product.

• Direct exposure to or familiarity with AI-assisted support tooling (e.g. automated AI bots smart macro suggestions or generative text tools).

• Response & Resolution Velocity: Meeting or exceeding target first-response times and resolution benchmarks across the live chat queue.

• Customer Satisfaction (CSAT): Consistently maintaining high CSAT ratings and positive customer feedback scores.

• Documentation Contribution: Actively identifying customer pain points and contributing actionable entries to internal help center documentation.

Required Experience:

Unclear Seniority