Customer Support Associate

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of our Intercom support system, managing inbox configurations, macros, tags, and routing.

• Efficiently triage and resolve incoming tickets, ensuring timely follow-ups and maintaining detailed documentation.

• Keep track of outstanding tickets and proactively push them towards resolution, including necessary follow-ups.

• Identify themes, bugs, and recurring issues to communicate with Engineering, providing clear context and examples.

• Assist mid-tier client requests by offering troubleshooting, guidance, and coordinating across teams.

• Support live webinars by monitoring and responding to Q&A in real-time, escalating technical and product inquiries as necessary, and capturing follow-ups for the team.

• Diagnose issues comprehensively before escalating to Engineering, collecting clear reproduction steps, logs, screenshots, and customer context to ensure escalations are effective and prompt.

• Raise high-impact issues such as outages, payment or access problems, and data or privacy concerns, tracking them until resolution.

⛳️ Requirements

• Exceptional multitasker capable of managing multiple customer interactions and competing priorities simultaneously.

• Calm, patient, and empathetic, skilled in de-escalating tense situations while maintaining a steady tone under pressure.

• Clear and confident communicator with strong verbal and written abilities.

• Keen prioritization skills and sound judgment, adept at distinguishing urgent matters from those that can wait, and escalating as needed.

• Proficient with AI tools and technology, comfortable utilizing AI support tools to troubleshoot, draft responses, and enhance workflows.

• Willingness to monitor and provide coverage on weekends, responding promptly to emerging issues.

• Minimum of 2 years of experience in direct customer engagement.

🏝️ Benefits

• Unlimited Learning Stipend: We encourage your growth and development through books, courses, or conferences. The more you learn and enhance your skills, the more effective we will be collectively.

• Health, Dental, Vision: Comprehensive coverage to ensure your health is well taken care of.

• 401k coverage provided by Human Interest.

• Housing Stipend.

• Relocation assistance to San Francisco (if required).