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Customer Service Representative
4 semanas atrás
Fully Remote Customer Service Representative (Self-Serve SaaS)
(Weekend + Weekday Schedule)
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. You'll be the go-to resource for troubleshooting, guiding users, and enhancing the customer experience all while collaborating closely with a fast-moving internal team.
As a key member of our remote support team, you'll provide world-class assistance to self-serve users, ensuring their onboarding is seamless and their questions are resolved quickly and effectively. You'll 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 weekends.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 weekends.
What You'll DoCustomer 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
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
