Customer Service Representative - Remote

Overview

We are looking for a proactive and empathetic Customer Service Representative (CSR) to join our team and support our self-serve product launch. In this critical role, you'll be the front line of our customer experience, helping users troubleshoot issues, navigate our product, and find solutions all while contributing to system improvements and documentation.

In Short

• Monitor and respond to customer inquiries via shared Slack channels, support email, and ticketing systems.
• Collaborate with AI support bots and escalate complex cases for human review.
• Maintain clear, professional, and empathetic communication with users.
• Identify gaps in our knowledge base and contribute to internal documentation.
• Assist with onboarding flows and guide new customers through setup.
• Coordinate with the core team during onboarding and prepare for potential night coverage shifts.
• Prior experience in customer support, preferably within a software company.
• Strong written English skills with clarity, empathy, and professionalism.
• Comfortable using tools like Slack, Intercom, and Pylon.
• Ability to thrive in a fast-paced, ambiguous environment.

Requirements

• Prior experience in customer support, preferably within a software company.
• Strong written English skills with clarity, empathy, and professionalism.
• Comfortable using tools like Slack, Intercom, Linear, Pylon, or similar ticketing/automation systems.
• Experience with startup or fast-growth SaaS products is highly preferred.
• Ability to thrive in a fast-paced, ambiguous environment with a startup-level work ethic.

Benefits

• Opportunity to shape the customer experience from the ground up.
• Fully remote work environment.
• Work within a dynamic and fast-growing team.
• Contribute to system improvements and documentation.