RRemoteville
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Customer Support Specialist

Skills
Software As A ServiceAPACComputer-Aided DesignEngineeringEnglishHubspotPermissions
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • 1-3 years' experience in online customer support ideally for a B2B SaaS or similar software company
  • Excellent written and spoken English with the ability to explain things clearly simply and warmly
  • A calm patient and empathetic approach to helping customers
  • Good attention to detail especially with billing account or technical questions
  • A practical approach to troubleshooting and problem-solving
  • Confidence learning new software tools and understanding how web-based products work
  • Some familiarity with basic technical concepts such as browsers cache cookies internet connection issues and permissions
  • The ability to work independently in a remote team and manage your time well
  • A collaborative and conscientious attitude and willingness to share useful customer feedback with product engineering and the wider team
  • Comfort with asynchronous communication and keeping written conversations clear concise and on track

Nice to have

  • SaaS experience
  • Billing support
  • Help Centre writing
  • Remote team experience
  • Customer help videos
  • Multi-time-zone support
  • AI tool comfort

Day to day

  • Provide fast, clear and thoughtful customer support mainly by email, helping users with product usage account setup billing enquiries and troubleshooting issues
  • Investigate customer problems methodically by asking follow-up questions checking settings reproducing issues and escalating bugs or feature requests with clear notes
  • Work closely with Customer Support Product and Engineering to improve the product share customer feedback and keep help content up to date
  • Use support tools and internal systems confidently while keeping conversations warm human concise and on track

Hiring process

  • Meet with Imogen (Talent/People Ops) - 25-30m video call
  • Meet with Dana (Customer Support) - 60m video call
  • Meet with Percy (Cofounder) - 30m video call
  • Reference checks
  • Offer