Customer Support Specialist — Email & Phone | Golf SaaS | US Hours

About us: Fairway Control is a SaaS platform built for the golf industry. We're onboarding a growing base of customers and need a dedicated support person to be the friendly, competent voice they hear when they need help. The role: This starts as a learning role and grows into a front-line one. Phase 1 — Learn the product (first few weeks): - Work through the app end to end and get genuinely fluent in how it works - Handle Q&A with our team, document what you learn, flag gaps and bugs - Build out and refine our internal help documentation and canned responses Phase 2 — Support our customers (ongoing): - Answer customer questions by email and phone during US business hours - Troubleshoot issues, reproduce problems, and escalate clearly to the dev team - Follow up until issues are actually resolved — no dropped threads - Assist with (and eventually lead) customer onboarding sessions and walkthroughs What we're looking for: - Excellent spoken and written English. You'll be on the phone with US customers, so clear, natural, confident speech is essential. - Availability during US working hours ([9am–5pm Eastern] overlap required). - Reliable high-speed internet, a modern computer, and a quiet workspace with a quality headset — no background noise on calls. - Prior SaaS support, help desk, or customer-facing experience. - Willingness to sign a confidentiality agreement / NDA before receiving access to the app. - Comfortable learning software quickly and explaining it simply to non-technical users. - Organized and self-directed — you keep track of open tickets without being chased. Nice to have: - Familiarity with golf, golf courses, or club operations - Experience with help desk tools (Zendesk, Intercom, HubSpot, Freshdesk, etc.) - Experience writing help docs or knowledge base articles - Comfort doing screen-share demos or training calls How to apply: Please include the following — applications without these will not be reviewed: - Start your proposal with the word "Birdie" so we know you read this. - A short note on your experience supporting a software product — what you supported, and how customers reached you. - Your available hours in US Eastern Time. - A 60–90 second voice or video recording introducing yourself and explaining any software product you know well, as if you were talking to a customer who's never used it. (Loom, Vocaroo, or a plain audio file is fine.) - A quick description of your internet speed, computer, and headset setup.