Customer Support Associate - Remote

Overview

The Customer Support Associate will play a critical role in supporting Laurel’s East Coast-based users by delivering a superior experience, helping them work through technical issues, and escalating feedback to the internal team.

In Short

• Become an expert on the Laurel product.
• Respond to and resolve inbound customer support inquiries during U.S. East Coast business hours.
• Perform first-line technical troubleshooting and problem-solving.
• Document technical problems and escalate them as needed.
• Educate customers about the product.
• Stay up-to-date on product changes.
• Understand customers’ needs and articulate them internally.
• Contribute to strategic projects in Customer Support.
• Work efficiently and set appropriate priorities independently.
• Build strong working relationships in a remote environment.

Requirements

• 3-5 years of experience in customer support.
• Superior written communication skills.
• Excellent problem-solving skills.
• Proven track record of high customer satisfaction.
• Ability to work in a low-context, fast-moving environment.
• Self-starter who requires minimal supervision.
• Excited to remain an individual contributor.

Benefits

• Equity and 401K benefits.
• Collaborative and inclusive team environment.
• Bi-annual in-person company off-sites.
• Opportunity to make a meaningful impact on the company's trajectory.