Customer Support
New
India, Pacific Time (10:00 AM – 6:30 PM PT, Tuesday through Saturday)Full-TimeMiddle
Salary45,000 - 60,000 USD per year
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Job Details
- Languages
- English
- Experience
- 3+ years
- Required Skills
- RESTful APIsTroubleshootingTechnical supportSaaSZendesk
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).
Responsibilities
- 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.
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