Customer Support Specialist
New
Fully remote: work from anywhere in the world!, 8:00 AM to 4:30 PM AEST (or equivalent local hours in an AEST/NZST-aligned timezone), Sunday through ThursdayFull-TimeMiddle
Salary45,000 - 60,000 USD per year
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Job Details
- Languages
- English (proficient at a CEFR Level C2 / ILR Level 5)
- Experience
- 3+ years
- Required Skills
- Customer serviceRESTful APIsTroubleshootingTechnical supportSaaSZendesk
Requirements
- Strong alignment with our values.
- Proficient in English (spoken, written, and reading) at a CEFR Level C2 / ILR Level 5.
- 3+ years of experience in a technical support role, ideally in SaaS.
- Strong written and verbal communication skills.
- Excited to be a part of a startup with some serious traction.
- Skilled at understanding and implementing technical workflows at a fast pace.
- Customer-centric mindset.
- Team player with ability to thrive in a collaborative work environment.
- Eager to learn and embrace new product developments.
Responsibilities
- Prioritize customer issues across our email channels.
- Ramp up during an onboarding phase, and eventually provide hands-on support for Circle Plus communities.
- Become an expert on the Circle product, along with our internal staff admin tool.
- Advise creators on practical solutions as they launch and build their communities.
- Troubleshoot a wide range of issues across desktop and mobile browsers, along with our desktop app, Android, iOS mobile apps, and our custom branded app.
- Escalate feedback to inform and improve our product.
- Collaborate with engineers and designers to troubleshoot complex technical issues across live stream, payments, notifications, events, member management, and more.
- Identify trends from customer inquiries to suggest proactive solutions.
- Collaborate with a global team through Notion, Slack, and Zendesk.
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