Customer Support – Oceania

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

📋 Description

• Manage and prioritize customer concerns across our email platforms.

• Initially engage during the onboarding process, subsequently offering direct support for Circle Plus communities.

• Attain expertise in the Circle product as well as our internal staff administration tool.

• Provide practical advice to creators as they establish and grow their communities.

• Address a broad spectrum of issues across desktop and mobile browsers, including our desktop application, Android, iOS mobile apps, and our custom branded application.

• Relay feedback to enhance and refine our product offerings.

• Work collaboratively with engineers and designers to resolve intricate technical challenges related to live streaming, payments, notifications, events, member management, and more.

• Analyze customer inquiries to detect trends and propose proactive solutions.

• Collaborate with a global team utilizing Notion, Slack, and Zendesk.

⛳️ Requirements

• Strong alignment with our core values; you can find them on our career page if you haven't reviewed them yet.

• Proficient in English (spoken, written, and reading) at a CEFR Level C2 / ILR Level 5.

• Over 3 years of experience in a technical support capacity, preferably in a SaaS environment.

• Excellent written and verbal communication skills.

• Enthusiastic about being part of a rapidly growing startup, where you will have a significant influence on product development and our strategic roadmap.

• Capable of grasping and executing technical workflows quickly.

• Passionate about understanding customer needs and deriving satisfaction from being exceptionally helpful.

• A team-oriented individual who excels in a collaborative work setting.

• Eager to learn new subjects and willing to adopt new product developments.

• Bonus points: Familiarity with Zendesk, which is our ticketing system.

• Experience in a fully remote role with an international team.

• Background in community, payment, live streaming, or content-related products.

• Experience with automation and/or Zapier for workflow creation.

• Proficient in troubleshooting application logins and/or Single Sign-On flows.

• Knowledgeable in diagnosing API-related issues.

🏝️ Benefits

• Completely remote: work from anywhere in the world!

• Autonomy and trust to perform your job: we prioritize outcomes above all else.

• Paid time off: all employees receive 35 days of PTO annually. We also offer a paid sabbatical after 5 years.

• Competitive U.S. benchmarked salary and startup equity, regardless of your location.*

• Exceptional medical coverage with 100% coverage for you and your family, or medical reimbursement options where applicable!*

• Parental leave for those expanding their family or just starting one.

• Home office stipend to assist you in setting up your workspace.

• Learning & development stipend to enhance your professional skills.

• Potential for annual bonuses for positions that do not already earn variable income or commission.

• Company retreats: Twice a year, the Circle team gathers for an all-expenses-paid company retreat in amazing locations worldwide! Previous retreats have taken place in Colombia, Portugal, and Mexico, with more exciting destinations planned for the future.