Customer Support Specialist

📍 Location: Remote (PST Hours)

🕒 Type: Full-time | Monday–Friday (9 am – 5 pm PST)

💰 Compensation: 1300 USD to 1600 USD

🧭 About the Role

We’re looking for a high-performing Customer Support Specialist to deliver an exceptional support experience to our users, ensuring they get the most out of the product.

This is a hands-on, customer-facing role where you’ll manage inbound support requests, troubleshoot issues across hardware, software, and subscriptions, and act as the voice of the Company to users.

You’ll play a critical role in shaping the customer experience — not only resolving issues quickly and effectively, but also identifying patterns, improving support processes, and collaborating closely with Product to enhance the overall offering.

🧩 Reporting Structure

Reports to: Operations / Customer Experience Lead

Collaborates with: Product & Engineering teams

🎯 Key Responsibilities

1. Customer Support & Communication

• Respond to customer inquiries via email and chat in a timely, thoughtful, and human way
• Deliver clear, helpful, and empathetic communication across all interactions
• Own the support inbox and manage incoming requests efficiently
• Ensure every customer interaction leaves users better off than before

2. Troubleshooting & Issue Resolution

• Troubleshoot issues related to orders, subscriptions, app functionality, and hardware
• Diagnose problems and guide customers step-by-step toward resolution
• Escalate complex or recurring issues to the appropriate internal teams
• Occasionally join live calls to provide hands-on support when needed

3. Product Feedback & Continuous Improvement

• Identify recurring customer issues and communicate insights to Product and Engineering
• Provide structured feedback to improve product usability and performance
• Help refine support workflows and internal processes

4. Knowledge Base & Documentation

• Create and maintain help center articles, FAQs, and support documentation
• Ensure resources are clear, accurate, and easy for customers to use
• Continuously improve self-service support materials

5. CRM & Support Tools Management

• Maintain organized and accurate records of customer interactions
• Use tools like Intercom, Zendesk, or similar platforms effectively
• Track issues, resolutions, and trends to support reporting and improvements

📊 What Success Looks Like

• Fast, high-quality responses to customer inquiries
• Consistently positive customer experiences and satisfaction
• Efficient resolution of technical and account-related issues
• Clear identification and communication of product issues and trends
• Well-maintained help center and documentation
• Strong ownership of the support function and processes

🧬 Qualifications

Required

• 1–3 years of experience in Customer Support or similar roles
• Strong written communication skills (clear, concise, and empathetic)
• Proven ability to troubleshoot and solve problems effectively
• Ability to work independently and manage a high-volume queue
• Highly organized with strong attention to detail
• Availability to work PST hours (9 am – 5 pm)

Preferred

• Experience in startups or consumer tech environments
• Familiarity with support tools (Intercom, Zendesk, or similar)
• Experience supporting hardware or consumer electronics products
• Technical curiosity and willingness to understand how products work

🔎 Ideal Profile

• Customer-first mindset with a genuine desire to help people
• Calm and solution-oriented under pressure
• Strong sense of ownership and accountability
• Clear communicator with a warm, human tone
• Curious and proactive in identifying improvements
• Comfortable working in a fast-paced, early-stage environment

🚀 Why Join the Company

• High-impact role with direct influence on customer experience
• Opportunity to shape support processes from the ground up
• Work closely with Product and Engineering teams
• Fast-growing, early-stage environment with strong ownership
• Product that users genuinely love
• Fully remote work setup

The company

The Company is building an AI-powered product designed for people who think faster than they type, helping users capture and interact with information seamlessly. As an early-stage, high-growth company, we focus on simplicity, innovation, and creating meaningful user experiences.