Customer Support (Pacific Time)

Accountabilities:

• Manage and prioritize customer inquiries across support channels, delivering timely and high-quality resolutions.


• Provide hands-on support to community administrators and creators, helping them navigate platform features and workflows effectively.


• Develop deep expertise in the platform’s ecosystem, tools, and integrations to troubleshoot a wide variety of technical and product-related issues.


• Investigate and resolve issues across desktop and mobile environments, including applications, notifications, payments, events, live streams, and member management features.


• Collaborate cross-functionally with engineering, design, and internal operations teams to escalate and resolve complex technical challenges.


• Identify recurring customer pain points and contribute actionable feedback to improve product functionality and user experience.


• Support onboarding initiatives and guide customers toward best practices for building and managing thriving online communities.


• Work closely with a globally distributed remote team using modern collaboration and support tools in an asynchronous work environment.

Requirements

• 3+ years of experience in technical customer support, preferably within a SaaS or technology-driven environment.


• Exceptional English communication skills, both written and verbal, with the ability to explain technical concepts clearly and professionally.


• Strong troubleshooting and analytical abilities, with experience handling complex customer issues across multiple platforms and devices.


• Ability to learn new systems, workflows, and product updates quickly in a fast-paced startup environment.


• Customer-focused mindset with a passion for delivering outstanding support experiences and building long-term customer trust.


• Strong collaboration and organizational skills, with the ability to work effectively in fully remote and globally distributed teams.


• Comfortable working Pacific Time hours (10:00 AM – 6:30 PM PT, Tuesday through Saturday).


• Experience with tools such as Zendesk, automation platforms, APIs, Single Sign-On troubleshooting, or workflow integrations is considered a strong advantage.


• Previous experience supporting community, content, live-streaming, or payment-related platforms is a plus.

• Competitive salary ranging from $45,000 to $60,000 USD annually, with regular compensation reviews.


• Equity opportunities and performance-based bonus potential where applicable.


• Fully remote work environment with flexibility to work from anywhere.


• Generous paid time off policy, including annual leave and long-term sabbatical opportunities.


• Comprehensive healthcare coverage or reimbursement options depending on location.


• Paid parental leave to support growing families.


• Home office stipend to help create an effective remote workspace.


• Learning and development budget to support ongoing professional growth.


• Opportunity to attend fully sponsored international company retreats and team gatherings.


• High-autonomy culture focused on outcomes, collaboration, and professional impact.

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