Customer Support (Pacific Time)

Overview

Accountabilities

• Manage and prioritize customer inquiries across support channels, delivering timely and high-quality resolutions.
• Provide hands-on support to community administrators and creators, helping them navigate platform features and workflows effectively.
• Develop deep expertise in the platform’s ecosystem, tools, and integrations to troubleshoot a wide variety of technical and product-related issues.
• Investigate and resolve issues across desktop and mobile environments, including applications, notifications, payments, events, live streams, and member management features.
• Collaborate cross-functionally with engineering, design, and internal operations teams to escalate and resolve complex technical challenges.
• Identify recurring customer pain points and contribute actionable feedback to improve product functionality and user experience.
• Support onboarding initiatives and guide customers toward best practices for building and managing thriving online communities.
• Work closely with a globally distributed remote team using modern collaboration and support tools in an asynchronous work environment.

Requirements

• 3+ years of experience in technical customer support, preferably within a SaaS or technology-driven environment.
• Exceptional English communication skills, both written and verbal, with the ability to explain technical concepts clearly and professionally.
• Strong troubleshooting and analytical abilities, with experience handling complex customer issues across multiple platforms and devices.
• Ability to learn new systems, workflows, and product updates quickly in a fast-paced startup environment.
• Customer-focused mindset with a passion for delivering outstanding support experiences and building long-term customer trust.
• Strong collaboration and organizational skills, with the ability to work effectively in fully remote and globally distributed teams.
• Comfortable working Pacific Time hours (10:00 AM - 6:30 PM PT, Tuesday through Saturday).
• Experience with tools such as Zendesk, automation platforms, APIs, Single Sign-On troubleshooting, or workflow integrations is considered a strong advantage.
• Previous experience supporting community, content, live-streaming, or payment-related platforms is a plus.

Benefits

• Competitive salary ranging from $45,000 to $60,000 USD annually, with regular compensation reviews.
• Equity opportunities and performance-based bonus potential where applicable.
• Fully remote work environment with flexibility to work from anywhere.
• Generous paid time off policy, including annual leave and long-term sabbatical opportunities.
• Comprehensive healthcare coverage or reimbursement options depending on location.
• Paid parental leave to support growing families.
• Home office stipend to help create an effective remote workspace.
• Learning and development budget to support ongoing professional growth.
• Opportunity to attend fully sponsored international company retreats and team gatherings.
• High-autonomy culture focused on outcomes, collaboration, and professional impact.

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