Remote Customer Support Rep. | Fast growing start-up company

OVERVIEW As a Remote Support Representative, you are responsible for providing exceptional technical support to our customers, primarily through phone and email channels, while contributing to our supportive and inclusive team culture. In this role, you will handle day-to-day customer inquiries, resolve technical issues, and participate in various special projects that align with your interests and skills. You serve as a frontline representative of our company, ensuring customers receive friendly, expert assistance while maintaining high service standards across multiple platforms. CORE RESPONSIBILITIES - Provide friendly, expert support via phone and email with professionalism and empathy, and resolve issues according to SLAs and quality standards - Troubleshoot concerns and provide clear, step-by-step guidance to customers - Accurately document all interactions, maintain detailed customer and Intercom notes - Review and process assigned tasks and reports with accuracy - Identify and escalate issues as needed, following established procedures - Collaborate teammates and leaders, to ensure seamless support coverage - Assist with onboarding new members and share knowledge across the team - Drive special projects and process improvements that support growth and efficiency - Use company-provided tools including, but not limited to, Google Suite (Docs, Sheets, etc.), Slack, Intercom, and Notion to complete daily tasks REQUIRED SKILLS & QUALIFICATIONS - Software Experience: Slack, Intercom, Google Suite & Notion. Experience with all is highly preferred. - Professional Experience: At least 1 year experience in a customer facing, phone support role. Additional experience with providing email support is a plus. - Personal Work Environment: A reliable work-from-home setup (computer, stable internet, quality headset, etc.) free from excessive noise and distractions. - Technical Aptitude: Comfortable learning new software and troubleshooting technical issues - Problem-Solving Skills: Strong analytical skills and creative approach to customer challenges - Adaptability: Flexibility to adjust to changing priorities and new processes - English Proficiency: Master of both verbal and written communication in English (US). - Availability: Able to work 9-hour shifts, 5 days a week, with a high preference for those that are available during standard US business hours. Overnight shifts may also be available. Some flexibility may be granted on a case by case basis. PERFORMANCE EXPECTATIONS - Continuous Improvement: Drive improvement by using insights from customer interactions to identify trends, opportunities, noteworthy patterns or anomalies to leadership and recommend adjustments that boost team efficiency and elevate the overall customer experience. - KPI Requirements: Meet or exceed defined targets for all KPIs including, but not limited to: CSAT, Response Time, Handle Time, Schedule Adherence, and QA Audit scores - Process Adherence: Follow policies and procedures, as noted in the Contractor Handbook and team knowledge base, at all times. - Professional Development: Actively participate in training sessions and skill-building opportunities OUR COMPANY VALUES - Bold: We dream big, take risks, and set ambitious goals. We prioritize, hustle, and see every failure as a learning opportunity for future growth - Empathetic: We are honest, transparent, and committed to doing what’s right—for our customers, colleagues, company, and the world. - Accountable: We hold ourselves to high standards and follow through on our commitments. Customers choose us because they trust our brand and our people. - Self-starters: We take ownership of problems we encounter. Our impact is defined not by job titles, but by the work that needs to be done. - Team First: We believe success is a team effort. Individual performance is essential and valued, but never at the expense of the team. DEVELOPMENTAL OPPORTUNITIES - Skill Specialization: Develop expertise in specific product areas or support channels - Leadership Track: Potential progression to Senior Support Representative, Shift Lead roles, or other roles depending on career interests and availability. - Cross-Functional Growth: Exposure to other departments through special projects and collaborations - Training & Certification: Access to professional development resources and industry certifications