Senior Customer Support Specialist


3 weeks ago

03/04/2020 10:22:57

Job type: Full-time

Hiring from: US only

Category: Customer Support / Customer Success


We take support seriously. It's the human face of our product. We believe that every support ticket is an opportunity to convert a frustrated, confused, or curious customer into a delighted, long-term champion of our company.

We're looking to add a new support specialist to our team. This person will work with customers to help solve their problems, surface learnings to the rest of our team, and help design systems to scale our support experience.

We're looking for someone with a unique set of skills: extraordinary human interaction abilities—the kind of person who can turn a frown into a smile—and operational excellence. In this role you'll have the freedom to design a delightful experience and shape the systems we use to deliver it. You'll play an essential role in evolving our product, company, and culture.

We expect you to bring passion and enthusiasm to every interaction with our customers and team.


  • 1-2 years of customer support experience for tech products (required)

  • Enthusiastic passion for helping customers

  • Strong communication skills

  • Highly organized and thorough

  • Passion for our product (which you can download here)

Day to day:

  • Handle inbound support tickets via Intercom and monitor support team KPIs

  • Assist with building our internal support admin tool, support knowledge base, and documentation

  • Work cross-functionally with engineering to address bug/issues, with product on new feature development, and with growth on running user interviews

  • Collaborate with a small team of customer support specialists

This job is open to anyone, anywhere in the U.S., but we'll need you to work an EST schedule.

Please mention that you come from Remotive when applying for this job.

Help us maintain Remotive! If this link is broken, please just click to report dead link!

similar jobs

  • Here at Livestorm, we're building what we consider to be the future of B2B video solutions.

    As part of the customer care team, you will join a crew of product experts willing to give great support and help customers in their day to day usage of Livestorm. You'll be the proxy between our customers and the product team.

    We're a startup based in Paris, but we have a strong international presence and provide care to customers all over the world 🌏

    Our ideal teammate should be able to demonstrate good decision making, autonomy with excellent attention to detail.


    • Help US timezone (8AM-5PM PST) customers successfully use Livestorm
    • Respond quickly to customer questions and requests through live chat and email
    • Troubleshoot and help debug product features
    • Improve our documentation (written and videos)
    • Come up with new content ideas or processes to help customers
    • Provide detailed and accurate product feedback to the team

    We are looking for:

    • 2+ years of experience in Customer Support or a client-facing role in SaaS/tech industry
    • Fluent, ideally native, in English (both written and spoken)
    • French skills would be a great advantage
    • Previous experience with Intercom or another live chat/support software
    • Excellent customer service and problem-solving skills
    • Flexible and agile in adapting to quick changes in a startup environment
    • Always a willingness to go the extra mile to please and delight users
    • Positive minded and team player
    • Excellent writer and communicator
    • Internet savvy with a strong interest in startups


    • Key role in a fast-growing startup with a small team
    • Remote friendly culture
    • State of the art hardware
  • Our company runs an online music live-streaming platform with over 15M users. We are trying to find people to lead video on-boarding sessions for new artists and content creators. Specifically, we have artists sign up for various time slots, and then they join a video call where the host (you) will walk them through how to post their first piece of content on our platform.

    This is a long-term position, and we’re looking for people that have great communication skills, are reliable, and have a positive working attitude. During the session you will need to be an expert on how to use our platform, answer questions for the new artists, and use good judgement for who can stream on our platform. Afterwards, you’ll need to provide feedback to the artist and our team about the experience, track how many showed up, how many were able to successfully go live, and report on problems preventing artists from streaming.


    -- Good ear and passion for music

    -- Responsible and punctual

    -- Good communicator and writer in English

    -- Internet, video, tech savvy

    -- Positive working attitude

  • Piktochart (Eastern Time Zone (UTC-4))
    6 days ago

    At Piktochart, we strive to make our users’ day. We advocate happiness and delight, and we want you to be a part of our team to help make users happy! This is not a typical Customer Support role where you’re answering tickets and phone calls only. As a SAAS product, we conduct conversations with our users, analyze them and channel the feedback back to the product and the company so that we’re truly building customer-centric and forward products! If you care about helping users and making an impact in the visual communication space, please apply.


    Your mission :

    • Help incoming customer conversations to ensure they have the best experience possible (teammates tend to help 60+ customers/send minimum 80+ emails and 10 chats per day) and adhering to our QA standards and company policies.
    • Provide excellence customer experience with a high productivity level, quick first response time and short average handle time.
    • Building relationships and engaging customers by going the extra mile to provide the best possible response.
    • Identifying the customers' needs, clarify information, research each issue and provide solutions and/or alternatives, while providing the best value and empathy towards the user.
    • Gather valuable customer feedback by conducting short user interviews, understanding customer pain points and forward to the Product Team.
    • Perform logical troubleshooting. Accurately document troubleshooting steps for developers to troubleshoot and confirm resolution of reported issues.
    • Writing documentation to help users help themselves (all the documentation on our Help Center is written and maintained by our Support Team).
    • Contribute towards the improvement of Piktochart’s support system through ad-hoc projects such as revamping the FAQ section, revising tags, updating Customer Playbook etc.
    • Receptive to giving and receiving candid feedback in order to improve individual and team goals


    You offer:

    • An outstanding command of the English Language - written and spoken.
    • A high degree of initiative, courtesy and professionalism to resolve most customer issues on first contact. 
    • A resourceful, quick and agile learner, quick-thinking and empathetic attitude.
    • Adapt to quickly to changing priorities and customer needs.
    • Ability to prioritize tasks and incoming requests accordingly.
    • Ability to analyze the situation and make the best possible decision to resolve problems, typically related to assigned workload. 
    • A flexible mindset towards 24x7 operations (Shift work may be required).
    • Clear and efficient communication including an out-of-this-world level of friendliness, politeness, patience, and professionalism. You do whatever it takes to delight customers!
    • Being able to work autonomously.
    • 1-3 years of experience in Media/Tech supporting SaaS Applications. 

    Nice to have :

    • Some experience working within tight KPIs (Key Performance Indicators).
    • Writing/web content creation experience (a plus).


    Working Time
    •  8:00pm-4:00am (GMT +8)


    Who are we?

    We are transforming the visual storytelling space by delivering an effortless user experience in creating beautiful, professional grade visuals. By pushing the limits of what’s possible in technology and taking time to understand our users, Piktochart has empowered over 15 million users worldwide to visually communicate in ways that were not possible before!

    The team that is behind Piktochart consists of 14 nationalities spread across 8 countries. Pair programming, mentorship, code reviews and group learning all form part of our daily lives and we consider it a privilege to continuously learn. The HOPEFUL values define our culture and inform our actions and decisions.


Remotive can help!

Not sure how to apply properly to this job? Watch our live webinar « 3 Mistakes to Avoid When Looking For A Remote Startup Job (And What To Do Instead) ».

Interested to chat with Remote workers? Join our community!