Customer Support Specialist, APAC

Role overview

This customer support role serves as the first line of assistance for users of an AI-powered platform that helps creators, coaches, educators, and businesses run their online communities. The position focuses on resolving complex inquiries through email channels while guiding customers on practical solutions as they launch and grow their communities. It is a fully remote, full-time opportunity based in the APAC region with fixed working hours of 8:00 AM to 5:00 PM IST, Tuesday through Saturday.

Responsibilities

- Triage and respond to customer issues arriving through email support channels - Build deep product expertise across web, desktop, and mobile experiences - Advise creators on practical approaches to launching and scaling their communities - Troubleshoot issues across browsers, desktop applications, and mobile apps on Android, iOS, and branded app environments - Escalate customer feedback to inform product improvements - Partner with engineering and design teams to investigate complex technical problems - Collaborate within a global support team using Notion, Slack, and Zendesk

Requirements

- 3+ years of experience in a technical support role, ideally within a SaaS environment - Native or near-native English proficiency at CEFR C2 or ILR Level 5 in speaking, writing, and reading - Strong written and verbal communication skills - Ability to learn and apply technical workflows quickly - Collaborative, customer-first mindset suited to an async, remote-first environment - Comfort working in a high-growth setting with direct influence on product direction

Nice to have

- Prior experience with Zendesk or similar ticketing systems - Background working in fully remote roles with international teammates - Familiarity with community, payment, livestream, or content-focused products - Experience with automation tools such as Zapier - Troubleshooting experience with login flows, Single Sign-On, or APIs

Benefits and work setup

- U.S.-benchmarked compensation paid globally - Company equity with ongoing refresh grants - 35 days of paid time off annually - Fully remote with two annual company retreats in international destinations - Benefits package supporting health, wellbeing, and professional growth