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Customer Support (5)

  • Paddle (Anywhere, on EST hours)
    1 month ago

    We are looking for someone to act as a partner, consultant and advisor to our growing base of software clients. You will be working with technology companies, offering top-notch customer support and creating long term customer relationships. And above all, you will be helping real people trying to solve real business problems.

    Ideally, you have a strong sense of empathy and you care about people as much as you care about getting your work done. You also have a natural fluidity and thoughtfulness to your written and verbal communication. A good sense of humour is also always a plus.
    You will be part of a team of 5 specialists, reporting into the Success Operations Manager who will empower you to have a voice as to where your department is heading in the future. This is a great opportunity if you care deeply, genuinely and passionately about customer support and about the role it plays in making a customer-centric team successful.

    This is a remote role, you can work from anywhere in the world and you will be covering standard US hours (EST) for 5 days a week,  including all weekends. This means that you will be required to work every weekend, but you are free to choose which 3 days you want to add to that.

    What you'll do

    * You will respond to and resolve customer queries through all our channels (including email, chat, Twitter, Facebook and phone), empowering our customers to get the most out of Paddle and grow their businesses.
    * You will drive our Voice of the Customer program to advocate for our software sellers and improve Paddle by incorporating user feedback.
    * You will increase customer satisfaction and build loyalty by providing amazing, personal customer support.
    * You will help to develop our team and Paddle through sharing knowledge, creating first-class documentation, contributing to blog posts, experimenting with innovations and discussing best practices.
    * You will escalate critical support issues to the appropriate internal channels.

    We'd love to hear from you if

    * You have 1+ years in online customer support, preferably supporting a SaaS product.
    * You have worked with HTML, CSS and have used browser developer tools to investigate problems.
    * You are comfortable using API’s to diagnose and find solutions.
    * You are used to working remotely and are highly organised in communicating with teams across different time zones.
    * You are a proficient English speaker.
    * You enjoy interacting with and helping people and seek to empower and educate our customers. If there’s a roadblock, you want to smooth it away.
    * You bring solutions to the table, not just problems. (But you aren’t afraid to point out where we’re going wrong)

    It'd be great if

    * You have worked for a SaaS company, ideally offering customer support to other software companies.
    * You are comfortable with a little chaos and uncertainty. We move fast and sometimes decisions are made without all of the information.

    Why you'll love working at Paddle

    We are a diverse team of just over 140 people (quickly on our way to 180+) based in Shoreditch. We care deeply about enabling a great culture which is inclusive no matter your background. We celebrate our diverse group of talented employees and we pride ourselves on our transparent, collaborative, friendly and respectful culture.
    We offer a full slate of benefits, including competitive salaries and we believe in flexible working. We value learning and will help you with your personal development where we can — from constant exposure to new challenges and annual learning stipend to regular internal and external training.

    About us

    Our mission is to help software companies succeed — enabling them to focus on creating products the world loves. Hundreds of companies rely on our e-commerce platform to sell their software products globally, as well as our powerful analytics and marketing tools to understand and grow their businesses.
    Our vision is to become the platform that all software companies use to run and grow their business. We aim to replace a fragmented ecosystem of specialised tools with a unified platform that removes the complex burden that comes with running a software business, whilst also providing unparalleled insight to help them grow faster.

    We’re early in our journey but making great progress: Deloitte Fast 50 named us the fastest growing software company in the UK (we’ve tripled revenue every year since our launch in 2012), and we’ve raised over $17m in funding from incredible investors such as Notion, BGF and Kindred. 
  • You probably haven’t run into a company like Olark before.

     

    We are 32 people distributed around the globe working together to fundamentally change the way people communicate with businesses. We care deeply about customer service which is reflected in our All Hands Support model. Our passion and dedication for our over 10,000 customers is a direct result of our people centric org model. We’ve been around for 10 years (!), are bootstrapped, and have an award-winning customer support team.

     

    Do you love providing great customer support and have meticulous attention to detail? Do you enjoy working through bugs, solving problems, and creating sustainable solutions? If so, keep reading, because we are looking for a new member to join our incredible customer support team.

     

    You will play a pivotal role in helping define our customer support culture by contributing to our positive organization and fulfilling our company goals to provide the best possible experience to our customers. We do this by building user-facing web applications and infrastructure to help thousands of people build stronger connections with their customers via real-time web chat.

     

    This is a fully remote position. You must be based in the Eastern time zone within the United States or Canada. This is to ensure we have adequate range of support at all times of the day.

     

    Your primary responsibilities will be:

    Frontline support: interacting with existing and potential customers, primarily via Olark chat and email, and occasionally over the phone, Zoom, or social media.

    Technical support and solutions: working with our customers and other Olarkers to identify (and build!) technical solutions. 

    What we expect of you:

    2+ years of public facing customer support experience. 

    Some technical experience and interest: you enjoy finding and building out technical solutions to customer concerns; you like to hack on projects in your spare time, you enjoy debugging, and you have an action-oriented approach to solving problems. You have a basic understanding of Javascript, HTML and CSS. You also have some experience with APIs. 

    Experience working with CRM and helpdesk software such as Salesforce, Helpscout and Zendesk. 

    Excellent written and spoken English-language proficiency; proficiency in other languages is icing on the cake!

    You must LOVE chatting with people and solving problems. 

    You have incredible skills at communicating technical issues to both engineers and to new users of all skill levels. 

    Experience with, or willingness to try, working remotely.

    Interest in building your career within CS: working on projects that directly impact the culture and effectiveness of the CS team.

     

    You can expect a lot from us:

     

    First off, make sure to read about our team culture at olark.com/jobs, and our values at olark.com/values. Beyond what you see there, as a member of our support team you can expect:

     

    A great remote culture and team: Even though we’re geographically dispersed, our team makes the effort to connect to one another and we provide in person opportunities to further enhance that bond. We genuinely like each other.  

    A life outside of work: Olarkers generally work 40 hour weeks. Work is a marathon, not a sprint. We are building a company for the long haul.

    We value your time to do focused work: We have one weekly required customer support meeting and a team wide sync. We appreciate and take advantage of the time we have to get in sync, but we also deeply value and respect our time to think and do focused work.

     

    Olark is committed to diversity in its workforce. Olark is an equal employment opportunity employer and considers qualified applicants without regard to gender, sexual orientation, gender identity, race, veteran or disability status.

    About Olark

    Olark Live Chat connects you to the right customer, in the right place, at the right time.

  • 1 week ago

    About this role

    So, what will you do as ConvertFlow's Customer Onboarding Specialist?

    This is a full-time role. As ConvertFlow's Customer Onboarding Specialist, you'll help ConvertFlow and its customers succeed through the following...

    Improve user activation and feature adoption:

    Help our users accomplish their goals with ConvertFlow. We use Intercom to answer questions, provide guidance, and collect feedback via live chat and email.

    Organize customer feedback for the team and champion the customer's voice. We take this extremely seriously and rely on the customer feedback-loop to shape product direction and roadmap.

    Create product guides, documentation and video tutorials (like this one) that educate people about features and what they can do to get more out of ConvertFlow.

    Host public & private demos, webinars, and training with leads and customers periodically.

    Help our team understand how releases of new features went, how they were adopted by users and how to potentially improve future releases.

    Create and continuously update our knowledge base, so self-servicing customers can figure out how to achieve outcomes on their own.

    Design a system for measuring customer health and process for engaging new users to ensure they get value and see “success” with ConvertFlow.

    Improve user retention and reduce customer churn/cancellation rate:

    Help customers with technical integrations and troubleshooting to quickly identify the source of customer issues.

    Proactively reach out to high-value customers. You'll regularly connect with multiple points-of-contact at their company to identify their goals, advise them on more effective product usage, solicit feedback, and align them with future goals.

    Reach out to “likely to cancel” customers to help them get value from ConvertFlow.

    Engage with canceling customers and design systems for improving "win-back" followup.

    Improve workflow for tracking bugs, feature requests, and better ways to improve our support processes.

    Relay bugs to developers and keep customers updated while our team prioritizes and releases bug fixes.

    You might be a good fit if...

    You have strong writing skills in English — both short form (messaging) and long form (product guides). You pay attention to details and love to get creative with words.

    You're patient, warm, and organized in your thinking. Empathy is key.

    You're curious about people and problems. You're a good listener who's naturally interested to dig in, ideate, and find solutions.

    You want to get into UX research, product ops, or marketing at some point in your career.

    Have previous experience in a customer success role, technical support or in managing client relationships.

    You're excited by the idea of guiding people to execute their ideas using a powerful product, and seeing the massive impact your guidance can have on a company's marketing results and growth overtime.

    You actually enjoy troubleshooting problems and overcoming technical and non-technical challenges.

    You have experience working remotely and managing your own schedule.

    Are based in the US and can work 9AM-5PM Eastern timezone.

    Bonus points for the following...

    You have experience using popular email marketing tools like MailChimp, HubSpot or Infusionsoft.

    You have experience using a popular CMS like Wordpress or Shopify.

    You have experience with basic HTML and CSS, website themes and plugins.

    You're enticed by the eventual opportunity to manage a team.

    You're based in the South Florida area.

  • Howdy 👋We’re the folks at SkyVerge, and we build WordPress plugins that help over 100k+ eCommerce businesses grow and manage their WooCommerce stores. Our team is 100% remote, with 21 people distributed all over the world.

    We’re looking for a friendly, talented Customer Support Specialist to join our team and help support our entire suite of products: a portfolio of WordPress plugins for WooCommerce and Jilt, an email marketing platform built for eCommerce.

    You’ll be the first point of contact for hundreds of thousands of eCommerce stores, helping them with problems, and answering questions. As part of a small team, you'll likely get your hands dirty with a little bit of everything. 

    You should be...

    • Excited to be on the customer’s team -- you’ll need to understand and empathize with their problems before you start fixing things
    • A self-starter, capable of working independently 
    • Dedicated to constant experimentation & learning
    • Familiar with HTML, CSS and JavaScript

    Bonus points if you also have…

    • Experience with WordPress
    • Experience with WooCommerce (or other eCommerce platforms)
    • Experience supporting SaaS products
    • Experience with PHP / Ruby (or other programming languages)
    • Native-level fluency in a language other than English (We love being able to support customers in their native language!)

    You’ll be responsible for…

    • Assisting customers by troubleshooting technical problems and escalating to the engineering team as needed
    • Answering pre-sales questions and other feedback from customers
    • Documenting and optimizing our support process to improve customer satisfaction
    • Writing technical documentation and other content so customers can help themselves
    • Helping our engineering & product teams to identify areas where we can improve the customer experience
    • Monitoring social media and forums where customers may have questions or issues with our products and get them the help they need

    Why you’ll love working with us…

    • Kind, wonderful teammates that enjoy their work as much as you do
    • Competitive salary
    • Annual company retreats (read about our last adventure in Lake Tahoe!)
    • Fantastic benefits: 27 days paid time-off, full health insurance (medical, dental, and vision), retirement contributions, paid parental leave, and more!
    • Transparent culture (check out our team wiki)

    Curious to learn more? Read our full position overview and apply here. We're excited to meet you!


    We support workplace diversity and do not discriminate on any protected class. We believe when we work together as a team of different views, experiences, and ideas, we can build amazing things.

  • DESCRIPTION

    We are looking to add someone for evening hours 10:00PM PST (6:00AM EU) - 7:00AM PST (2:00PM EU) to support our customers in other time zones


    About You:


    A technical support specialist with technical chops, who wants to eventually move into product role. Preferably, your claim to fame from your last job won’t be how many tickets you solved but how many you made ‘extinct’ by working with the team to improve products and processes. You take everything you learn and turn it into collateral or processes that will let you reduce your workload so you can take on new responsibilities. Customers are your #1 priority, and you’ll do whatever it takes to support them.


    As a Support Specialist, you’ll be exposed to every part of our system and work directly with Customer Success, Engineering and Product Management to ensure that our customers have the best possible experience.


    REQUIREMENTS


    3-6 years work experience, with at least one promotion at their current company.

    Intermediate knowledge of web technologies, such as HTML/CSS/Javascript and a server-side scripting language such as Python, PHP or Java.

    Strong analytical skills, with a desire to identify inefficiencies through data analysis and the ability to translate them into product or process solutions.

    Customer-centric: a history of going ‘above and beyond’ to support customers.

    Strong work ethic & team player.

    Hungry to learn and grow.

    Nice-To-Have (we’ll teach you if you don’t already know):

    Experience in an in-house IT function.

    Experience manipulating log data in terminal (grep, tail, wc, etc) and/or a log analysis systems.

    Experience with Telephony apps (as an end-user and/or working on a telephony product)

    An understanding of ‘cloud’ infrastructure, architecture and technologies

    Exposure to the software development lifecycle, from specification > development > QA > release

    BENEFITS

    Salary: $40,000-$55,000

    Benefits: full PPO (Google-level) Health, Vision, Dental

    Employee Stock Options

    Tax-Free Commuter Benefits

    We have an office in San Francisco, but half of us work remotely from all over the US. Check out a (totally unprompted!) blog post by one of our engineers about his experience working remotely at Truly.