Customer Support Representative - Remote

Overview

The Customer Support Representative will be the primary point of contact for customers, providing support through video and technical chat, ensuring customer satisfaction and driving product adoption.

In Short

• Provide timely customer support via video and chat.
• Support customer onboarding and adoption.
• Drive customer growth and identify product adoption opportunities.
• Deliver feedback for product improvements.
• Collaborate with cross-functional teams for customer success.
• 1-2 years of customer service experience required.
• Experience with chat/support software preferred.
• Strong problem-solving and communication skills needed.
• BA/BS degree preferred.
• Fluency in English is required.

Requirements

• 1-2 years of customer service experience, ideally in a B2B SaaS environment.
• Experience with chat/support software like Intercom, Zendesk, or Salesforce.
• Strong problem-solving skills and the ability to handle challenging customer interactions.
• Excellent communication skills, both written and verbal, with the ability to explain complex concepts simply.
• A BA/BS degree is preferred, with a minimum of 1-3 years of relevant experience.
• Fluency in spoken and written English; additional language skills are a plus.
• Familiarity with SaaS tools and customer enablement strategies.
• Availability for training during 10pm - 7am (Monday-Saturday) and regular hours of 12am - 9am (Tuesday-Saturday).

Benefits

• Industry-leading benefits package including medical, dental, and vision insurance for you and up to three eligible dependents.
• 15 paid time off days per year (including 5 Karbon Days).
• 7 Sick leave days per year.
• Internet and work-from-home subsidy.
• Discretionary bonus program.
• Flexible work environment with trust and autonomy.
• Open communication and transparency into company results.
• A culture of continuous feedback and professional development.
• Emphasis on diversity, inclusion, and personal growth opportunities.