Customer Support Representative
New
L
LaurelAI time software
This is a remote role open to candidates anywhere in the United States., 10:00 a.m.–7:00 p.m. or 11:00 a.m.–8:00 p.m. Eastern Time (ET); occasional weekend work and rotating holiday coverage may be required.Full-TimeMiddle
Salary$94K - $120K
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Job Details
- Experience
- 3+ years of experience providing customer support in a SaaS or software environment.
- Required Skills
- Problem Solving
Requirements
- Have 3+ years of experience providing customer support in a SaaS or software environment.
- Demonstrate strong written communication skills and the ability to explain issues clearly.
- Investigate software behavior systematically and recognize when an issue needs escalation.
- Have a track record of driving customer satisfaction and following through until issues are resolved.
- Manage customer conversations efficiently and prioritize cases based on urgency and customer impact.
- Contribute to customer-facing or internal documentation and complete scoped improvement tasks with guidance.
- Build strong working relationships with colleagues in a remote, distributed environment.
- Learn new software, adapt to product changes, and apply feedback.
- Work one of the stated schedules: 10:00 a.m.–7:00 p.m. or 11:00 a.m.–8:00 p.m. Eastern Time.
Responsibilities
- Respond to and resolve inbound customer support inquiries during the agreed schedule.
- Troubleshoot common capture, release, and configuration issues using training and documented procedures.
- Gather evidence and document technical problems for internal escalation.
- Educate customers about the product and keep them informed through resolution.
- Coordinate next steps with Customer Success, Product, and Engineering.
- Contribute to Help Center articles, internal documentation, and scoped support improvements.
- Flag incorrect or incomplete AI answers and suggest source improvements for review.
- Identify patterns across customer conversations and surface documentation, process, or product improvements.
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