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Customer Support (11)

  • 1 month ago

    Do you enjoy troubleshooting technical issues and are detail-oriented? Are you able to communicate technical information simply and easily to technical and non-technical customers?

    If so, we’d like you to learn about!

    At, we believe that providing great customer support is a matter of integrity.

    We won’t feel good about the product we’ve built if customers can’t figure out how to use it, if it has incomplete documentation, or if bugs don’t get resolved.

    So we invest heavily in our Customer Success team with the goal of being overstaffed so that our customers get the best experience possible.

    About is the new name for BrickFTP, a cloud storage service that has existed since 2009 and has over 1,700 paying business customers.

    (We hope to be launching the new homepage within the next month.)

    Our company consists of 14 (and growing to 35 by the end of 2019) full time USA-based remote employees who work from home.

    Our products and services are used by over 2,000 enterprises and SMBs, including Target, Canonical, UPS, Leica, DirecTV, GoPro, Marriott, and more.

    We’re Bootstrapped, Profitable, and Growing

    Our success comes from building a great service that solves problems for our customers, and our growth comes from expanding and improving our products as quickly as we can.

    We believe that great products can only be built by great people. So we’re on a quest to find the smartest, most creative, and most motivated people, and create an environment in which they thrive.

    We Are A Remote Company

    You will work from home and have some flexibility to choose your working hours, allowing you to make time for family, recreation, vacations, or anything that is important to you.

    You’ll take off 11 company-wide holidays per year as well as 20 days of PTO for vacations. You’ll have the time to take longer vacations and have fun.

    Every quarter, you’ll travel to an in-person meeting with the entire team to meet and work together face to face. These meetings are in cities that are fun to visit. In the last few years, we’ve been to Austin, Orlando, New Orleans, San Diego, Las Vegas, and New York City.

    We think that these in-person meetings are vital to the success of a remote team.

    About the Role

    Our Customer Success (Support) Team’s name reflects its primary goal: maximizing our customers’ success.

    Daily responsibilities in pursuit of this goal include responding to customer product inquiries and providing technical support.

    You will help triage customer reported issues and respond to them via phone, email, and chat.

    In addition to providing customized solutions and recommendations, you will be asked to track recurring issues and report them to the appropriate team or individual.

    You can further specialize in things like technical documentation, internationalization, and knowledgebase once hired into this role.

    Minimum Qualifications:

    • Bachelor’s degree or relevant experience.

    • 5+ years of Customer Support / Service experience for a SaaS or technical business services company.

    • Ability to communicate technical information in a simplified, easy to understand manner.

    • Excellent written and verbal communication skills.

    • Top-notch customer demeanor.

    Preferred Qualifications:

    • 10+ years of Customer Support / Service experience.

    • Knowledge of hosting-related topics and technologies like TCP/IP, IP routing, DNS, FTP, HTTP, Email, Firewalls, SSL/TLS, Unix, or Linux.

    • Experience working on a remote team.

     is looking for one more agile, internet-savvy, and empathetic customer support hero to join our close-knit remote team and help us to provide the best customer service.

    If you are a creative person who enjoys freedom, new technologies, and solving problems; and if you are a positive-oriented thinker who does not fit the traditional internet company structure, this job might be the right fit for you. We are not looking for someone who regularly switches companies, or who is only looking for a huge wage. Our mission is to develop a strong team that shares our values of personal growth, education, compassion and true friendship.

    Collectively, we want to bring forward-thinking and innovative solutions to the world. We are a bootstrapped company that believes the future belongs to smaller companies that don’t subscribe to the 9-to-5 corpo way of doing things. We believe that the Silicon Valley era is over, and we are building a business which allows us to enjoy the freedom of working remotely where each of us has the autonomy and flexibility to have a high impact on the world with our work.

    Our mission is creating forward-thinking SEO tracking tools that help our users scale their online businesses, so familiarity with the world of SEO and internet marketing software is a must.

    We're offering a remote position and a flexible work schedule (part-time or full-time). We are communicating regularly: via Slack throughout the day and team calls weekly.


    • 4+ Years experience with customer support
    • Internet-savvy and SEO-savvy: you should know what the heck is VPN, SERP, and DA and how they work  —  and most importantly, to be able to explain it to a new user
    • Experience with customer support in SaaS or at IT companies is a huge plus
    • Extraordinary communication skills and English at the level of a native speaker
    • Strong problem-solving skills
    • Empathy — you will be the users’ main advocate, guide, and advisor
    • Initiative, proactivity, positive attitude, and creative thinking is a must. Do challenges motivate you to think out of the box and find a better solution? You’re our guy/girl!

    What it is going to look like:

    • Going through incoming emails and chat conversations and making our customers happy
    • Answering our users’ questions and helping them to get the most of Nightwatch
    • Working daily with your customer support team to discuss the progress and feedback via chat and calls

    Interested? Apply now! Write us why you'd like to join, what you have achieved so far, and how the work you’ve done looks like.

  • 4 weeks ago

    Mailparser and Docparser are growing! To continue delivering a first class experience to our customers, we are hiring an experienced Customer Success Specialist.

    The role we are hiring for includes a broad variety of Customer Success related responsibilities, such as answering to support emails, getting on the phone with current and prospective clients, advising customers on how to best set up our software, doing product demos, and more.

    We are a fully remote team, but you don’t need to be based in the US. You need to be willing to work during US business hours. Extra consideration will be paid to talent in Europe that can service our clients in multiple time zones. We have customers in a lot of places ;) Our current team is spread across Central, Eastern (USA) and the Central Europe time zone.

    This is a part-time role (20 hours per week) with potential for full time growth.

    About Mailparser and Docparser

    Mailparser is the market leader in email parsing with thousands of customers around the globe. Mailparser makes it easy to extract data from recurring emails, such a contact inquiries, purchased leads, and much more.

    Docparser is a document processing and workflow automation solution trusted by hundreds of customers around the globe. Docparser customers range from small startups to Fortune500 companies who want to automate document based workflows. Docparser can be used to extract data from various types of documents, such as invoices, purchase orders, delivery notes, etc.

    With both products, we save clients time & money by replacing tedious manual data entry tasks with a fully automated solution.


    * Front-line technical support via email
    * Calling prospective customers who requested to be called back
    * Doing live demos of our products for higher tier prospects
    * Maintaining and extending our support documentation
    * Effectively communicate the opportunity our products provide and why clients should want to have our parser software(s) embedded in their daily operations

    Required Experience / Skills

    * Experience in a customer-facing customer success or account management
    * Decent technical understanding on how the web and cloud based applications work
    * English Native or Bilingual (Written and Spoken)
    * Strong interpersonal skills and experience building strong internal and external relationships
    * Available during US business hours
    * Reliable Internet connection – 10/mbps dedicated line (minimum)
    * Curiosity and willingness to learn
    * SaaS experience is a benefit

    How To Apply For This Position

    Please email us at [email protected] with your CV, cover letter and desired hourly rate. Please add “Customer Success Specialist” in the email subject line. Please ensure your CV & Cover letter are shared on Google Drive with a link we can access. If all of these considerations are not followed, we will have to omit you from consideration. Details are very important in this role.

  • 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. 
  • InVision is the digital product design platform used to make the world’s best customer experiences. We provide design tools and educational resources for teams to navigate every stage of the product design process, from ideation to development. Today, more than 5 million people use InVision to create a repeatable and streamlined design workflow; rapidly design and prototype products before writing code, and collaborate across their entire organization. That includes 100% of the Fortune 100, and organizations like Airbnb, Amazon, HBO, Netflix, Slack, Starbucks and Uber, who are now able to design better products, faster.  

    Our team is in search of a Growth Customer Success Manager to help us change the way digital products are designed.

    About the Team:

    The Growth Customer Success team is a highly collaborative, fast paced, and evolving group responsible for maintaining relationships with over 1,000 Enterprise customers. We move quickly here and experiment often with new strategies. The team works hard, works together, and has fun doing it as we strive for success.

    What you’ll do:

    • Partner with our Growth segment customers as their trusted advisor; responsible for delivering and communicating ROI throughout the customer lifecycle
    • Your day to day responsibilities include:
      • Onboarding
      • Ongoing adoption
      • Leading product trainings
      • Conducting check-ins
      • Renewal management
    • Identify and source opportunities for expansion within your book of business; collaborate with account managers/sales team to drive growth within these identified accounts
    • Deliver best practices for using InVision as part of your design workflow within different verticals and environments, based on specific client use cases, industry standards, and an understanding of emerging tools
    • Engage with various cross-functional teams at InVision to rally resources on behalf of the customer to further their goals

    What you’ll bring: 

    • 1+ years in a client-facing, pre or post-sales role (preferably in a SaaS environment)
    • Managed 150 or more accounts or can demonstrate strong organizational skills
    • Experience engaging with end-users, evangelizing a product and driving adoption across multiple stakeholder groups
    • Articulate business value of a product, and align to business challenges
    • Bias towards action
    • Experience in a native design environment is a plus!

    About InVision:

    InVision offers an incredibly unique work environment. The company employs a diverse team all over the world. Each InVision team member is given the freedom and tools to do their best work from wherever they choose.

    The benefits we offer in the United States and Canada include competitive health plans and retirement plans. Some InVision-wide benefits offered to all employees across the globe include a flexible vacation policy, monthly coffee shop stipends, annual allowances for books related to your profession, and home office setup & wellness reimbursements. InVision is an international employer so some benefit offerings will vary from country to country.

    InVision is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.

  • 1 month ago
    What we need:
    Logikcull is looking for an enthusiastic, empathetic and positive individual to drive customer satisfaction and adoption at the cutting edge of legal technology! Technical Support Advisors are the first point of contact for Logikcull’s customers, and responsible for driving results through passionate customer care. Ideal candidates are excited about using the latest in technology to solve problems, relentlessly curious, and unafraid to be constantly asking “why?”.
    We are looking for someone willing and able to spend their first 2-3 months in San Francisco, California to complete onboarding. This time at Logikcull’s headquarters will help with your understanding of our product, as well as our fabulous team!  After completing onboarding this position will permanently work from home, helping us cover after hour shifts. 

    What you'll be doing:

    • You are the face and voice of Logikcull, and work on the front lines of customer experience
    • Correspond with customers via chat, phone, and email
    • Work alongside our Customer Success team to empower customers, helping them fully realize the value of our technology
    • Have a “first principles” understanding of how electronic discovery data is managed, from which you can creatively problem solve with our user interface with the Engineering, Product Management and Sales teams to advocate internally for users
    • Adopt additional responsibilities including QA of new product features, ticketing maintenance, and upkeep in Salesforce, as well as success-related project work and cross-functional opportunities within Logikcull.
    • You’re excited to grow professionally with a fast-paced bay area tech startup, taking on additional responsibilities and projects as needed

    What we need from you:

    • BA/BS or equivalent experience.
    • Highly empathetic, energetic, and passionate about solving problems!
    • Experience interfacing with customers in a fast-paced and high-pressure environment
    • Superior attention to detail, a little bit of OCD goes a long way!
    • Solid understanding of SaaS methodology
    • Strong organizational and analytical skills, and ability to think on your feet
    • Adept at managing multiple tasks simultaneously, and excellent self-management skills
    • Familiarity with the American legal system, legal technology, or electronic discovery industry a huge plus
    • Experience with platforms such as Salesforce Service Cloud, Intercom, Jira, and Excel
    • Ability to work 5am - 1pm PST from home office
  • 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.

  • SmarterQueue (EU timezones)
    1 week ago

    🚨Please read carefully before applying. This position is 100% remote 🌍Your timezone must have a minimum of 2 hours overlap with London (GMT) 🇬🇧


    SmarterQueue is a ground-breaking social media tool.

    On average, our platform saves Customers over 8hours per week, and increases the effectiveness of their social media content up to 300%.

    We are a fully remote team of 15, spanning the UK, Canada, America and Europe, building a tool which adds real value to influencers and marketers lives.


    - Responding to technical support questions, requests and complaints from our Customers via email and live chat.

    - Writing technical Knowledge Base articles.

    - Preparing and hosting live webinars for our Customers.

    - Recording and editing feature explainer videos.

    - Creative thinking & sharing ideas so that the Customer Success Team continuously evolves and improves.


    - Working days Mon, Tues, Weds, Sat, Sun (Thurs and Fri = days off).

    - 30 hours+ per week.

    - Contract postion.

    - You will work 100% remotely and report directly to the Head Of Operations & Customer Success.

    - You must have your own computer/equipment with a solid connection to the internet.


    - You are native or fluent in English (verbal and written). Perfect spelling and grammar is essential.

    - You are very self motivated and driven to learn and improve your skills.

    - You have a technical customer service background. You're very technically minded, tech-savvy and really enjoy troubleshooting technical issues. Getting to the bottom of things is your thing!

    - You love helping people. You have been known to turn a customer complaint into a testimonial for great customer service.

    - You are a team player through and through.

    - You have unshakable confidence on camera and speaking in front of groups of Customers.

    - You pay attention to detail. If you’re not clear what the Customer is saying, you dig for detailed information.

    - You love clear communication. You communicate effectively and in a timely manner. You are able to distil complex concepts into plain English, and vice-versa.

    - You love social media and can easily understand the goals of a SmarterQueue Customer.


    - Previous startup experience.

    - Previous remote working experience.

    - You’ve done social media yourself (so you know our customers’ motivations).

    - You’ve used social media scheduling tools, e.g. Buffer, Hootsuite etc.

    - You’ve used lots of SaaS products


    - Salary range USD $20 - $35 per hour (dependent on experience)


    - Send an intro email (or a video) with your CV and cover letter

    ✨We’re actively looking for a diverse and gender-balanced team.

    ➡️Visit for more information about the produc

  • 4 days ago

    At Podia, we’re building the most creator-friendly platform on the planet to help people sell Online Courses, Memberships and Digital Downloads. And the #1 reason people cite for using us?

    Creator-friendliness 🤗

    Sounds great, but what does it mean?

    It means:

    Fast, friendly support 💨

    Free migrations 🚚

    No technical headaches 🖥️

    No transaction fees 💰

    …and a relentless passion, across our entire team, for helping our creators succeed.

    Delivering all of that creator-friendly goodness takes work, and that’s why we need your help!

    We’re looking for a super-friendly, tech-savvy, experienced support agent who can help our customers make more sales.

    Here’s what you’ll do:

    Respond to customer tickets via chat, email and social media. This is priority number one. Remember that whole creator-friendly thing? We’ve got a reputation to protect 😉

    Migrate customers (downloading/uploading content, setting up courses, etc…) who need some help switching over from other platforms 🚚

    Troubleshoot product issues, reproduce them for our dev team when necessary and keep track of their status 📝

    Help our customers with questions about our product, as well as coaching them toward making their first sale 🙌

    Keep your finger on the pulse of our customer base, helping the team understand what our customers are thinking and asking for 🤔

    We’re looking for a support agent with:

    Really, really, really good writing skills, who can rewrite this bullet to make it sound better 🖊️

    Tech skillz. Ideally, you’ve worked in a SaaS company and can take screenshots and record videos for customers like a boss 💯

    Support experience. You know what it takes to make customers happier than they were before they met you 😊

    Availability from 10am - 6pm ET M - F. You’ll also be asked to check in on support emails (15 minutes max) every few weekends 📆

    It’d be REALLY great if you also:

    Have created and / or sold a Membership, Online Course or Digital Download before 🤑

    Have experience with Intercom and Slack 💬

    Have experience working remotely 🗺️

    Have worked with digital creators before 💡

    Here’s what you’ll get if you join us:

    Competitive salary 💰

    Equity in a rapidly-growing company 📈

    Health insurance and other medical benefits (US-based employees) 💊

    Work from anywhere with an internet connection 🌎

    Annual team retreats with all expenses paid ✈️

    Sound like you? Want to be part of a smart, nimble, motivated team working hard to build something big?

    We’ve been around since 2014, are backed by some of the best investors in the business, have the greatest customers in the world, and a team that will stop at nothing to help our creators win. If that sounds like something you want to be part of, we want to hear from you.

  • ConvertKit (US timezone)
    6 days ago

    We are looking for awesome people to join our Support Team! Our Support team is vital to our engagement strategy. Engaging with customers quickly via onboarding and retention initiatives are vital to the success of ConvertKit. As such, we're deepening our coverage to produce greater availability and shorter wait times regardless of time zone

    The Company

    ConvertKit is a MarTech application that has grown significantly over the past 2 years. We are now serving over 20K customers which include small businesses and creators. Our clients are vibrant and eager to convert their ideas to revenue. We are a 100% remote company which means you can work from anywhere. Although remote, we are a very tight knit team that communicates frequently.

    Your Day to Day involves:

    Handling at minimum 50 cases per day via email or Live Chat.

    Teaching customers how to use the ConvertKit platform.

    Communicating with the team via Slack and occasional Zoom video meetings.

    Attending weekly or monthly team meetings.

    Working remotely from anywhere in the world!

    Collaborate with Customer Success, Engineering, Marketing and Product teams.


    What you'll bring:

    Ability to commit to 32-40 hours a week.

    A collaborative mindset.

    A strong internet connection to ensure availability.

    Eagerness to learn and stay up to date with technology.

    Ability to work during high traffic times - weekdays. We'll consider candidates with all schedules.

    Great work ethic and efficiency -- working fast without sacrificing quality.

    Good writing and verbal skills (English).

    Experience with Convertkit, similar platforms or supporting a SaaS product.

    1-2 years of product support experience.


    What we can offer:

    Learning in-depth about ConvertKit, email marketing, blogging and online business as needed

    $15 an hour based on experience with bonus opportunities

    Flexible schedule

    Remote work as a contractor

  • Rebrandly (North America)
    2 weeks ago

    We’re looking for Customer Success Manager to join our team, working alongside our support and sales teams to provide top-notch customer care to our growing user base.

    You’ll provide phone and email support that’s both commercial, administrative and technical in nature.  You’ll give customers in-depth product advice and first/second level technical support.

    The ideal candidate is smart, organized and extremely proactive. This position is suited to someone who is a real self-starter with a customer-centric attitude. Based on the remote nature of this position, you’ll need to be extremely comfortable working autonomously in a fast-paced environment. 


    Respond to a variety of incoming support, sales and product inquiries from new and existing customers in a timely, professional and effective manner

    Handling sometimes complex customer requests or complaints through from initial contact until resolution

    Support the sales team with business-related activities and hand over leads

    Take responsibility for customers having a great experience with our product

    Work with the tech team to report common user issues, suggest improvements and convey important feedback 


    A third level qualification discipline

    Native English

    Experience with customer communications/support software (Zendesk, Intercom or similar)

    Ability to handle a high volume of customer care tickets

    Excellent written and verbal communication skills, the ability to explain complex topics simply

    A genuine interest in internet culture and technology

    Available to work North American timezone office hours

    Nice to Have

    Prior experience in a support role

    Understanding of common web technologies

    Remote team experience

    Startup experience

    SaaS experience