Customer Support Specialist

Role overview Join a globally distributed customer support team serving an AI-powered, all-in-one platform built for creators, coaches, educators, and digital businesses. The specialist acts as the first line of support for customers using a suite that combines discussions, live streams, events, chat, courses, and payments under a single branded experience. This is a fully remote, full-time position requiring availability from 8:00 AM to 5:00 PM IST, Tuesday through Saturday.

Responsibilities - Triage and prioritize inbound customer issues across email channels, working toward timely resolutions. - Complete an onboarding ramp before providing hands-on support for premium-tier community customers. - Build deep product expertise, including the internal staff admin tool, to advise creators launching and growing their communities. - Troubleshoot issues spanning desktop and mobile browsers, a desktop app, Android, iOS, and a custom branded app. - Escalate customer feedback to drive product improvements and partner with engineers and designers on complex live stream, payment, and platform problems. - Collaborate with a global team through Notion, Slack, and the support ticketing system.

Requirements - Three or more years of experience in a technical support role, ideally within a SaaS environment. - English proficiency at CEFR Level C2 or ILR Level 5, spoken, written, and reading. - Strong written and verbal communication skills, with a track record of helping customers solve tricky problems. - Ability to understand and implement technical workflows quickly in a fast-paced setting. - Collaborative mindset, comfort working asynchronously with international teammates, and eagerness to learn new product capabilities.

Nice to have - Hands-on experience with the Zendesk ticketing system. - Prior work in a fully remote role with an international team. - Background supporting community, payment, live stream, or content-related products. - Familiarity with automation tools such as Zapier for building workflows. - Experience troubleshooting application logins, Single Sign-On flows, or API-related issues.

Benefits and work setup - Fully remote role with twice-yearly company retreats in international destinations. - Compensation benchmarked to U.S. standards globally, plus equity grants with ongoing refreshes. - 35 days of paid time off per year and a benefits package supporting health, wellbeing, and professional growth.